Customer Experience Manager

Jimmy Jazz; Rockford (IL); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

ESOP

Paid Time Off

Birthday off

Educational reimbursement

401K match

Health insurance

Life insurance

Dental insurance

Vision insurance

Disability insurance

Wellness program

Community activities

Job summary

BostonFAM, a Rockford-based furniture retailer, seeks a Customer Experience Manager to lead and optimize the customer service experience. The role ensures every guest interaction aligns with integrity, service and satisfaction. You will oversee daily operations, resolve inquiries, and support the sales team with a focus on exceptional service.

Spanish bilingual is preferred. You will travel between our Janesville and Rockford stores and mentor the CX team to deliver top-notch customer care in a

Qualifications

• Strong customer service experience in retail or hospitality.
• Proficient with computers and POS systems.
• Reliable, punctual with minimal supervision.
• Excellent written and verbal communication.
• Strong problem-solving and judgment.
• Willingness to work retail hours, weekends and holidays.
• Willingness to travel between Janesville and Rockford stores.

Responsibilities

• Provide exceptional in-person and phone assistance on order status, billing, and payments.
• Resolve customer concerns promptly and professionally to maintain satisfaction.
• Support the sales team with bilingual Spanish capability when needed.
• Offer timely guidance to ensure customers understand next steps.
• Lead and mentor the customer experience team in daily tasks.
• Collaborate with other departments to ensure a seamless journey from purchase to post-sale.

Skills

Computer literacy

Dependability

Communication

Problem solving

Attention to detail

Office skills

Customer service

Schedule flexibility

Travel readiness

Tools

POS systems

Job description

• Location 7131 E State Street,Rockford, IL, 61108,United States
• Base Pay $21.00 / Hour
• Employee Type Non-Exempt
• Travel 50%

Who we are:

BostonFAM is an Employee-Owned furniture retail company with a fantastic culture of personal development. We like to say we are a personal development company that happens to sell furniture, appliances, and mattresses. Our Customer WHY is "improving the quality of people's lives be creating amazing rooms together". Put Employee- Owner WHY is "improving the quality of our owners lives through personal development and supporting our dreams and goals".

About The Role

The Customer Experience Manager is responsible for leading and optimizing the customer service experience at Ashley HomeStore. This role ensures that every guest interaction is aligned with the company's core values of integrity, service, and customer satisfaction. The manager will oversee the day-to-day operations of the customer service department, including resolving customer inquiries, addressing concerns, and ensuring all customer touchpoints are handled professionally and efficiently.

What you will be doing each day:

• Customer Assistance (In-Person & Over the Phone): Provide exceptional service by helping customers with inquiries regarding the status of their orders, addressing billing and account-related questions, and processing payments efficiently.
• Resolve Customer Issues and Complaints: Handle customer concerns with professionalism and urgency. Work to resolve issues related to financing, product returns, or service problems quickly, ensuring customer satisfaction and loyalty.
• Support the Sales Team: Collaborate with the sales team to assist customers, Spanish bilingual is preferred. This includes facilitating smooth communication and providing tailored support to ensure a positive experience for all customers, regardless of language barriers.
• Provide Timely Assistance to Customers: Offer prompt and effective solutions to customers' questions and concerns. Ensure customers leave with a clear understanding of their next steps, fostering a sense of trust and satisfaction.
• Lead Customer Experience Professionals: Oversee and guide the customer service team in day-to-day tasks. Help ensure that customer experience professionals are equipped with the tools, knowledge, and support needed to deliver top-notch service.
• Team Collaboration & Support: Continuously engage with other departments to ensure a seamless customer experience from purchase to post-sale. Help foster a supportive team environment where every employee is encouraged to grow and improve.

We are looking for individuals with:

We’re seeking a motivated and customer-focused individual who thrives in a fast-paced retail environment and is dedicated to delivering an exceptional guest experience. The ideal candidate will possess the following qualifications and attributes:

• Computer Literacy: Proficient in using computers, POS systems, and standard office software.
• Dependability: Reliable, punctual, and able to manage responsibilities with minimal supervision.
• Exceptional Communication Skills: Strong written, verbal, and active listening skills to effectively interact with customers and team members.
• Problem-Solving and Reasoning Ability: Demonstrates good judgment, resourcefulness, and the ability to resolve issues efficiently and professionally.
• Attention to Detail: Maintains accuracy and thoroughness in all tasks, including order processing, billing, and customer documentation.
• Office and Financial Skills: Familiarity with office equipment and procedures, as well as experience with credit, collections, and cash handling.
• Customer Service Experience: Previous experience in a customer service-related field is preferred, particularly in retail or hospitality settings.
• Schedule Flexibility: Willingness to work retail hours, including weekends and holidays, as needed.
• Travel Requirement: Ability to travel between our Janesville and Rockford store locations as part of regular responsibilities.

What we offer:

• Personal and Professional Development opportunities
• Employee Stock Ownership Plan (ESOP)
• Paid-Time Off
• Birthday off with pay
• Educational Reimbursement
• 401K retirement plan with company match
• Health, Life, Dental, and Vision Insurance
• Long, short term disability insurance
• Health and Wellness Program
• Fun company activities - involvement in the community!

BostonFAM is an Equal Opportunity Employer