Manager of Customer Experience

All Surfaces; Wood Dale (IL); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Manager of Customer Experience to lead a dedicated team focused on delivering outstanding service. In this pivotal role, you will oversee daily operations, set performance goals, and mentor a team of Customer Service Representatives and Strategic Account Managers. Your expertise in customer-centric strategies and problem-solving will be essential in enhancing customer satisfaction and loyalty. Join a dynamic environment where your leadership will drive success and foster a culture of excellence, making a significant impact on the organization's growth and customer relationships.

Qualifications

• 15+ years of experience in customer-facing roles required.
• Experience in managing customer service or similar roles.

Responsibilities

• Lead and develop a team of CSR's and SAM's to ensure exceptional service.
• Manage daily operations and analyze customer feedback for improvements.

Skills

Customer-centric attitude

Leadership skills

Communication skills

Problem-solving abilities

Strategic thinking

Business acumen

Sales and account management

Analytical skills

Organizational skills

Technical skills (Microsoft Office Suite, P21)

Tools

Microsoft Office Suite

P21

Job description

Position: Manager of Customer Experience

Location: Wood Dale, IL

Job Id: 112

# of Openings: 1

Summary:
As the Manager of Customer Experience, you'll lead and develop a team of both Customer Service Representatives (CSR's) as well as Strategic Account Managers (SAM's). Your primary function is ensuring exceptional customer service by managing daily operations, setting goals, resolving issues, and improving processes to enhance customer satisfaction and loyalty.

Key Responsibilities & Essential Functions

Team Leadership & Management (approximately 15 employees):

1. Supervise, train, and mentor CSR's and SAM's.
2. Set performance goals and track team performance.
3. Conduct performance reviews and provide constructive feedback.
4. Address employee concerns and foster a positive team environment.
5. Recruit, hire, and onboard new customer service representatives.

Daily, Weekly, Monthly Operations

1. Manage daily workflow within the Customer Experience Department.
2. Implement and maintain effective processes and procedures.
3. Analyze customer feedback and identify areas for improvement.
4. Resolve customer issues and complaints effectively and efficiently, ensuring steps are taken to avoid similar issues in the future.
5. Monitor customer satisfaction metrics and implement strategies to improve them.
6. Develop and implement customer excellence training programs for your team and Branch Personnel, as needed.
7. Assist and support company projects and initiatives.

Qualifications

1. Skills and Competencies

• Customer-centric attitude with a passion for delivering an exceptional customer experience.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Strategic Thinking and Problem-Solving: Ability to identify opportunities, develop solutions, and manage complex situations.
• Ability to manage multiple priorities and meet deadlines.
• Business Acumen: Understanding of business operations, financial performance, and market dynamics.
• Sales and Account Management Experience: Proven track record of success in managing key accounts and driving revenue growth.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong analytical and data interpretation skills.
• Ability to adapt to changing priorities and situations.
• Organizational and Time Management Skills: Ability to manage multiple priorities and meet deadlines.
• Technical Skills: Proficiency in relevant software and tools (Microsoft Office Suite, P21, etc.).

Experience and Minimum Qualifications

• Minimum of 15+ years of experience in customer-facing roles.
• Experience managing customer service or similar type roles.
• Experience in managing customer escalations.
• Experience in conflict resolution.