Customer Experience Manager

Summary

We are seeking a results-driven Customer Experience Manager to lead the Customer Experience Associate (CEA) team and ensure exceptional service throughout the customer journey. This role is critical in driving operational efficiency, improving customer satisfaction, and achieving departmental KPIs. The Customer Experience Manager will oversee daily operations, manage order flow, support customer escalations, and continuously improve processes to deliver a best-in-class customer experience.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• High School Diploma or equivalent required; College Degree preferred
• At least 2 years of experience working in an office environment required  
• At least 2 years of customer service management experience required  
• Experience in customer experience, operations, or team leadership
• Strong organizational and multitasking skills
• Excellent communication and problem-solving abilities
• Data-driven mindset with experience tracking KPIs and performance metrics
• Ability to thrive in a fast-paced, customer-focused environment

Knowledge, Skills, and Abilities

• Excellent customer relations, empathetic & personable skills
• Exceptional communication skills of listening and speaking for handling customer conflicts
• Knowledgeable with tactful and diplomatic approach to tasks at hand
• Must be able to organize & prioritize
• Ability to adapt well and accept feedback in a changing environment
• Must be comfortable in technology driven environment
• Must be able to life atleast 15lbs
• Ability to work independently

Supervisory Responsibilities

Customer Experience Associates

Essential Functions

• Lead and develop the CEA team through coaching, mentoring, and performance management
• Work in rForce to review scheduling calendars (measure and installation) and develop processes to improve efficiencies with scheduling   
• Must have knowledge of ZenBooker (scheduling system) and Salesforce
• Oversee and manage the job closing team, ensuring accurate and efficient project finalization, documentation, and compliance with company standards. 
• Manage and verify installation crew payments per completed project, ensuring compliance with payment structures and timelines. 
• Provide process improvement initiatives based on root causes of customer dissatisfaction   
• Deliver high levels of empathy and trust to customers   
• Drive operational excellence by monitoring order flow and resolving delays
• Manage customer experience by reviewing active orders and resolving escalations
• Ensure consistent communication with customers via calls, emails, and messaging
• Track performance metrics including call performance, productivity, and efficiency
• Deliver weekly reporting on KPIs, pending tasks, and job completion status
• Identify workflow gaps and implement process improvements
• Partner with cross-functional teams to enhance efficiency and customer satisfaction
• Other job duties as assigned

Physical Demands

• Sitting for Extended Periods
• Computer Use
• Meetings and Collaboration
• Communication
• Occasional Travel

Work Environment

• Office Setting: Customer Experience Managers often work in an office environment, where they have a designated workspace to perform tasks such as responding to emails, conducting meetings, and overseeing day-to-day operations.
• Customer Interactions: Communication with customers may be part of the role, especially in addressing escalated issues or providing guidance on complex cases.
• Collaboration: Regular collaboration with customer expereince team members, as well as coordination with other departments such as sales, marketing, and operations.
• Training and Development: Involvement in training and development programs for customer expereince team members to enhance their skills, knowledge, and adherence to company policies.
• Technology Use: Regular use of technology, including customer relationship management (CRM) systems, communication tools, and other software to manage and track customer interactions.
• Meetings and Discussions: Participation in meetings with team members, senior management, and cross-functional teams to discuss strategies, address challenges, and share updates.
• Problem-Solving: Addressing and resolving escalated customer issues or challenges that require managerial attention and decision-making.
• Reporting and Analysis: Generating and analyzing reports related to customer expereince metrics, team performance, and customer satisfaction.
• Leadership: Providing leadership to the customer expereince team by setting expectations, fostering a positive work environment, and motivating team members to achieve goals.