Customer Experience Lead — Transform Service & CX

Crawford Thomas Recruiting

South Elgin (IL)

On-site

USD 65,000 - 95,000

Full time

10 hours ago

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Job summary

Crawford Thomas Recruiting is seeking a Customer Experience Manager in Illinois to lead the customer service team and shape a smooth, efficient journey for every client. This onsite, full-time role focuses on resolving inquiries, reducing response times, and elevating service quality.

You will mentor staff, collaborate across functions, and ensure policies are applied consistently while maintaining a calm, customer-first approach.

Qualifications

Experience leading a customer service team.
Track record of improving response times and satisfaction.
Strong communication and interpersonal skills.
Proven ability to mentor and develop staff.
In-depth understanding of CRM systems.
Excellent organizational and prioritization skills.
Ability to stay calm under pressure and drive projects.
Cross-functional collaboration experience.

Responsibilities

Manage, mentor, and develop a team of customer service specialists.
Respond to inquiries via phone, email, and live chat using the CRM.
Ensure inquiries are answered within 24 hours or less.
Identify customer needs, troubleshoot issues, and provide policy-based solutions.
Develop strategies to improve customer experience and reduce response times.
Improve processes for calls, emails, returns, and exchanges.
Document customer feedback and escalate to executives.