Customer Experience Manager

📋 Description

• • As a Customer Experience Manager at Birch Finance Inc., you will play a pivotal role in driving customer satisfaction, reducing churn, and fostering long-term relationships by managing assigned accounts with a proactive, solution-oriented approach. Your work directly impacts revenue retention and growth by ensuring customers receive exceptional service and strategic value from their engagements.
• • Day to day, you will conduct customer account and bill reviews, process MAC orders, renew accounts, and recommend advanced service conversions tailored to client needs. You will manage inbound and outbound customer interactions via phone, email, and fax, coordinate with support teams to resolve issues, and provide Voice of Customer insights to improve service delivery.
• • Birch Finance Inc. operates as part of Fusion Connect, a company dedicated to building careers that empower and grow with employees. The organization values collaboration, innovation, and employee voice, offering a remote-first environment where you can shape the future of connectivity while advancing your professional journey.
• • In this role, you will develop expertise in account management, contract negotiation, and technical knowledge of VoIP, Microsoft Teams Calling, SDWAN, and cloud networks. You will sharpen your analytical, presentation, and cross-functional collaboration skills while gaining exposure to diverse customer tiers—from Commercial to Elite Accounts—enabling career progression based on performance and experience.