Customer Experience Leader — Elevate Service & Loyalty

The Larko Group; Bartlett (IL); In loco; USD 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

The Larko Group is seeking a Customer Experience Manager to lead a team that delivers thoughtful, efficient, and positive interactions across phone, email, and live chat. You will be the primary point of contact for customers, guiding them on our products and services.

This role focuses on building strong relationships, improving the customer journey, and maintaining a positive brand reputation by ensuring every customer feels valued and well cared for.

Competenze

• Bachelor’s degree or equivalent; additional education or certifications are a plus.
• Previous customer service or retail experience preferred.
• Experience with luxury goods, specialty retail, or eCommerce is a plus.
• Strong communication and interpersonal skills to interact effectively with customers and internal teams.
• Customer service and/or call center management experience managing a team is required.
• Problem-solving and decision-making abilities to handle complex customer issues.
• Detail-oriented with strong written and verbal communication.
• Empathy and customer orientation to understand and anticipate customer needs.
• Strong understanding of CRM systems and implementation.
• Ability to prioritize, multitask, manage time effectively, and remain calm under pressure, bringing projects to completion.
• Demonstrated strong team management, mentoring, and cross-functional collaboration skills.
• Ability to adapt to change and business growth.

Mansioni

• Lead a team of Customer Service Specialists to deliver exceptional service.
• Respond to inquiries via phone, email, and live chat using a CRM system.
• Ensure replies within 24 hours by identifying needs and offering solutions.
• Identify opportunities to reduce response times and boost efficiency.
• Develop and implement streamlined processes for calls, emails, returns, and exchanges.
• Document and escalate customer feedback to the executive team.
• Improve processes for knitting questions, pattern support, and color selection.

Conoscenze

Team leadership

Customer service excellence

Communication skills

CRM experience

Problem solving

Process improvement

Formazione

Bachelor’s degree or equivalent

Strumenti

CRM software

Descrizione del lavoro

The Larko Group is seeking a Customer Experience Manager to lead a team that delivers thoughtful, efficient, and positive interactions across phone, email, and live chat. You will be the primary point of contact for customers, guiding them on our products and services.

This role focuses on building strong relationships, improving the customer journey, and maintaining a positive brand reputation by ensuring every customer feels valued and well cared for.