Experienced Customer Experience Manager – Remote Customer Support
At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented and dedicated Customer Experience Manager to join our team. As a Customer Experience Manager, you'll play a critical role in ensuring that our customers receive the highest level of service and support, while also driving business growth and customer satisfaction.
About arenaflex
arenaflex is a leading retail company that's passionate about helping our customers achieve their home improvement goals. With a strong commitment to customer satisfaction, we're constantly looking for ways to improve our services and products. As a remote Customer Experience Manager, you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences.
Job Summary
We're seeking an experienced Customer Experience Manager to lead our customer support team and drive business growth through exceptional customer experiences. As a Customer Experience Manager, you'll be responsible for supervising a team of customer support representatives, resolving customer complaints, and implementing process improvements to enhance customer satisfaction. You'll also be responsible for mentoring and developing your team members, as well as collaborating with other departments to drive business growth.
Key Responsibilities
As a Customer Experience Manager, you'll be responsible for the following key responsibilities:
Client Experience (25%):
+ Drive customer satisfaction and partner commitment by mentoring partners on customer care procedures and ensuring the team provides the highest level of customer service. + Resolve customer escalations within the store and through customer care. + Ensure Division Managers and Floor Deals Partners are prepared for high-volume sales periods. + Monitor customer flow through checkouts and take action to ensure customers receive quick and friendly help. + Make a restorative move as required.
Individuals (25%):
+ Provide on-the-spot coaching based on observations and behavior. + Collaborate with Associate Senior Managers (ASMs) regarding formal performance discussions and discipline. + Recognize partners for exhibiting values-based behaviors and efficiency, and use recognition tools (Partner Grants) to feature partners showing value-based behaviors and efficiency. + Provide input to ASMs on partner performance and participate in ability planning for every hourly partner. + Help SM and ASMs with partner interviews and recruiting process. + Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and speak with ASMs and SM regarding follow-up activities. + Ensure adherence to work rule arrangements regarding safety and security as outlined in the Guidelines of Execution. + Hold partners accountable for following all SOPs.
Chief On the Job (50%):
+ Lead store opening shot gatherings and walk every division to ensure store preparation. + Communicate messages, needs, and tasks to all partners. + Perform Opening, Closing, and MOD entrusting, as well as other entire store center responsibilities. + Approve daily store needs with ASMs and SMs. + Ensure partners complete all store tasks as per timing assumptions. + Provide input to partners, check issue revision, and deterrent activity is set up. + Ensure partners follow all safety and hazardous materials procedures and Health Matters rules consistently. + Ensure all equipment and machines are working properly. + Survey current and forthcoming events and advertisements to determine whether any action is required, collaborate with proper Office Boss or Partner Head supervisor as required.
Requirements
To be successful as a Customer Experience Manager, you'll need to possess the following requirements:
Actual Necessities:
+ Should constantly stand or walk or constantly requires lifting/dealing with/conveying material or equipment of moderate weight (8-20 pounds).
Working Circumstances:
+ Normally situated in an agreeable indoor region. There might be normal openness to gentle actual distress from variables like residue, exhaust or scents, temperature limits, clearly clamor, solid drafts, or brilliant lights.
Standard Least Capabilities:
+ Should be lawfully allowed to work in the US. + Capacity to work an adaptable timetable.
Favored Capabilities:
+ Entire store management + Large box retail experience + Home improvement industry experience
What We Offer
As a Customer Experience Manager at arenaflex, you'll enjoy a competitive salary, comprehensive benefits package, and opportunities for career growth and development. You'll also be part of a dynamic team that's passionate about delivering exceptional customer experiences.
How to Apply
If you're a motivated and experienced customer service professional who's passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees.
Contact Us
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Apply for this job