Customer Experience Manager

Crawford Thomas Recruiting; South Elgin (IL); On-site; USD 65,000 - 95,000; Full time

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.

Skills

Team leadership

Customer service

CRM systems

Problem solving

Communication

Empathy

Multitasking

Organization

Tools

CRM software

Job description

Industry: Consumer goods experience required; eCommerce preferred

Schedule: Monday- Friday; 8-5 - Full Time/ Onsite

Position Overview

The Customer Experience Manager leads the customer service team and focuses on creating a smooth, efficient, and positive customer journey.

This role serves as a primary point of contact for customers, resolving inquiries and complaints while improving processes, response times, customer satisfaction, and overall service quality.

What You'll Do

• Manage, mentor, and develop a team of customer service specialists.
• Respond to customer inquiries through phone, email, and live chat using the CRM system.
• Ensure customer inquiries are responded to within 24 hours or less.
• Identify customer needs, troubleshoot issues, and provide solutions according to company policy.
• Develop strategies to improve customer experience and reduce response turnaround time.
• Improve processes for calls, emails, returns, and exchanges.
• Document and escape customer feedback, complaints, and compliments to the appropriate executive team member.

What You'll Bring

• Customer service and/or call center management experience required.
• Experience managing a team required.
• Strong communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Empathy and a strong customer-focused mindset.
• Strong understanding of CRM systems and implementation.
• Strong organizational, prioritization, and multitasking skills.
• Ability to remain calm under pressure and bring projects to completion.
• Demonstrated team management, mentoring, and cross-functional collaboration skills.

WHY JOIN?

• Lead and develop a customer service team.
• Have a direct impact on customer satisfaction, loyalty, and brand reputation.
• Opportunity to improve customer service processes, efficiency, and response times.
• Work cross-functionally to support business growth and an improved customer experience.