Job Abstract

At JEVS Human Services, we believe in giving people possibilities—opportunities to be self-sufficient and satisfied. Each year we touch nearly 25,000 lives, focusing on individuals with physical, developmental, and emotional challenges as well as those facing adverse socio-economic conditions including unemployment and underemployment.

We are looking for an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer inquiries, and identifying ways to improve our customer services. The Manager of Customer Experience manages the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.

This role, located in our Suburban Station, Center City Philadelphia, office is full time, 35 hours per week. This role will be onsite.

General Responsibilities:

• Directs activities to research best practices, establish metrics, and collect and analyze customer data and feedback.
• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Maintain a team-wide focus on outfitting every customer so that they can have the best possible experience during and after the visit
• Aligning customer experience strategies with outreach initiatives, as well as finding creative ways of informing customers about new program offerings.
• Identifying customer needs and taking proactive steps to maintain positive experiences across typical and non-typical career seekers.
• Analyzing customer feedback on programs and new initiatives, as well as preparing reports.