Experienced Customer Experience Manager – Remote Customer Support

At arenaflex, we're dedicated to providing exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you'll play a vital role in driving customer satisfaction and loyalty while ensuring our stores run smoothly and efficiently. If you're passionate about delivering outstanding customer service and have a knack for leadership, we want to hear from you!

About arenaflex

arenaflex is a leading home improvement retailer with a commitment to providing top-notch products and services to our customers. With a strong focus on customer satisfaction, we're constantly looking for ways to improve our stores and services. As a Customer Experience Manager, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences.

Job Summary

We're seeking an experienced Customer Experience Manager to join our team in New York, USA. As a Customer Experience Manager, you'll be responsible for supervising the execution of store standards across the entire store, including customer service, department availability, and operational cycles. You'll mentor partners, address customer service escalations, and perform Director On-the-Job (MOD) responsibilities. If you're a natural leader with excellent communication skills and a passion for customer service, we encourage you to apply.

Key Responsibilities

* Drive customer satisfaction and partner engagement; mentor Partners on proper customer service procedures and ensure the team is providing the highest level of customer service (25%)

• Resolve customer escalations within the store and through Customer Care (25%)
• 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, friendly help
• Make a corrective move as required
• 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 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
• Assist 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 policies as stated in the Guidelines of Execution
• Hold Partners accountable for following all Standard Operating Procedures (SOPs)
• Lead store opening shot gathering and walk every division to ensure store preparation
• Convey 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 functioning properly
• Review current and forthcoming events and advertisements to determine if any action is required, collaborate with proper Office Manager or Partner Head Supervisor as required

Requirements

* Bachelor's degree

• Ability to work an adaptable schedule
• Standard least capabilities:

+ Legally 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

Work Environment

* 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

Benefits

* Competitive hourly rate ($20-$30/hour)

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive benefits package (including health, dental, and vision insurance)

How to Apply

If you're a motivated and customer-focused individual with a passion for leadership, we encourage you to apply for this exciting opportunity. Please submit your application through our website: Apply Job! arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. Apply for this job