Our company is seeking a dedicated and experienced Customer Experience Manager to lead our Customer Service Team. The successful candidate will be responsible for ensuring the highest level of customer satisfaction through effective team management and adherence to company policies. This role involves managing the customer service team, training new processes, coaching for improvement, producing and analyzing report data, and supporting the Operations Manager. A basic knowledge of the locksmith trade is beneficial for this role.
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Supervise day-to-day operations of the Customer Service department, including creating weekly schedules and monitoring daily phone activity.
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Recruit, interview, hire, and onboard new employees for the Customer Service team.
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Communicate regularly with the Customer Service team to ensure an understanding of processes, procedures, expectations, goals, and training.
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Evaluate and score live or recorded phone calls, providing feedback to employees during one-on-one meetings.
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Analyze Customer Service data to prepare reports and identify trends.
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Collaborate with other department managers and provide assistance as needed.
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Adhere to all company policies, training material, and standard operating procedures.
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High school diploma or equivalent
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Minimum of 3 years of call center experience
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Minimum of 5 years of management experience
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Excellent verbal and written communication skills
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Ability to resolve conflict in a professional manner
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Strong leadership skills and the ability to motivate employees
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Proficiency in Google applications and Microsoft Office Suite
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Ability to work calmly under pressure and multitask while maintaining accuracy
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Familiarity with VOIP phone systems
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Understanding of the importance of customer satisfaction
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Reliable transportation
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Fluency in English; Spanish is a plus
Competitive salary with potential for bonuses.
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Health, Dental, and Vision Insurance
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Flexible Spending Account/Dependent Care Account
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401K Retirement Plan
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Paid time off