Director of Customer Experience

Company Overview:

At New Bath Today, based in Indiana, we excel in providing world-class service and creating exceptional customer experiences in the walk-in tubs and showers industry. With a supportive work environment and a dedicated team, we lead the way in delivering top-notch service.

Position: Director of Customer Experience

Responsible To: Senior Director of Operations

Job Summary:

As the Director of Customer Experience, you will lead our customer service operations, ensuring unparalleled service delivery and fostering positive customer relationships. Your daily interactions with customers and team members will ensure swift resolutions to service needs, enhancing our reputation for excellence.

Duties and Responsibilities:

• Manage customer and service technician teams, setting and maintaining high service standards.
• Prioritize personal and team development to elevate service quality continuously.
• Ensure strict adherence to the Settlement & Release Process and provide expert support for escalated customer concerns.
• Oversee timely completion of field service tickets and uphold company procedures.
• Handle afterhours calls promptly from various sources, ensuring timely resolution.
• Monitor and promptly address service-related emails to maintain seamless resolution.
• Efficiently manage service calls from different channels and address escalated concerns with professionalism.
• Evaluate and resolve reinstall requests in collaboration with relevant stakeholders.

Core Competencies:

• Effective Listening: Actively listen and respond appropriately to customer needs.
• Problem Solving: Apply analytical skills to find innovative solutions while adhering to guidelines.
• Client Services: Proactively anticipate and meet client needs to ensure satisfaction.
• Technical Proficiency: Proficient in Microsoft Suite of Products.
• Strong analytical skills to help identify issues in manufacturing or workmanship.
• Project Management: Ensure timely completion of project components with precision and attention to detail.
• Work in cross-functional teams supporting the SageHome family of companies.

Requirements:

• Bachelor's degree in business management or relevant field preferred.
• Experience with CRM systems, preferably Service Titan.
• 3-5 years of customer service management experience; familiarity with the home improvement industry is advantageous.
• Strong leadership, communication, and conflict resolution skills.
• Ability to manage multiple priorities and make informed decisions efficiently.
• Professional appearance, demeanor, and adeptness in performance metrics.

Benefits:

• Comprehensive health insurance, generous paid time off, major holidays off, and paid training opportunities.
• 401(k)
• Exciting opportunity to join a rapidly growing company with excellent career advancement prospects.

Equal Employment Opportunity Statement:

New Bath Today is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or expression, in accordance with applicable laws and regulations.