Experienced Customer Experience Manager – Remote Customer Support

As a leading retail company, arenaflex is committed to delivering exceptional customer experiences across all touchpoints. We're seeking a highly skilled and motivated Customer Experience Manager to join our remote customer support team. In this role, you'll play a critical part in driving customer satisfaction, partner engagement, and store operations excellence.

About arenaflex

arenaflex is a dynamic and innovative retail company that's passionate about providing top-notch products and services to our customers. With a strong focus on customer experience, we're committed to creating a positive and inclusive work environment that fosters growth, learning, and collaboration. As a remote customer support team member, you'll be part of a global community that's dedicated to making a difference in the lives of our customers.

Key Responsibilities and Accountabilities

As a Customer Experience Manager, you'll be responsible for leading the execution of store standards across the entire store, including customer care, division availability, and functional cycles. Your key responsibilities will include:

Client Experience (25%):

+ Drive customer satisfaction and partner engagement by mentoring partners on best practices and ensuring the team provides exceptional 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 assistance. + Make adjustments as needed to maintain a positive customer experience.

Individuals (25%):

+ Provide timely coaching based on observations and behavior. + Collaborate with Associate Senior Managers (ASMs) on formal performance discussions and discipline. + Recognize partners for demonstrating values-based behaviors and efficiency, and use recognition tools (Partner Grants) to feature outstanding performance. + Contribute to ASMs on partner performance and participate in ability planning for all hourly partners. + Support and address missed time-clock punches, fluctuations, schedule changes, and get call-outs, and collaborate with ASMs and SMs on follow-up activities. + Ensure adherence to work rule policies, including those related to workplace safety and security. + Hold partners accountable for following all Standard Operating Procedures (SOPs).

Chief On the Job (50%):

+ Lead the store opening and closing procedures, and walk every division to ensure store preparation. + Communicate messages, needs, and tasks to all partners. + Perform Opening, Closing, and MOD duties, as well as other store-wide responsibilities. + Approve daily store needs with ASMs and SMs. + Ensure partners complete all store tasks according to timing assumptions. + Contribute to partners, check issue revisions, and deterrent activities are in place. + 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 upcoming events and advertisements to determine if any action is required, and collaborate with the proper Office Manager or Partner Head Supervisor as needed.

Requirements and Qualifications

To be successful in this role, you'll need:

Essential Qualifications:

+ Bachelor's degree + Ability to work an adaptable schedule + Legally authorized to work in the US

Favored Qualifications:

+ Experience in retail, particularly in the home improvement industry + Strong leadership and communication skills + Ability to work in a fast-paced environment with multiple priorities + Strong analytical and problem-solving skills + Ability to work independently and as part of a team

Work Environment and Culture

As a remote customer support team member, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. Our company culture is built on the values of:

Customer Focus:

We're passionate about delivering exceptional customer experiences and exceeding customer expectations.

Innovation:

We're committed to staying ahead of the curve and embracing new technologies and ideas.

Collaboration:

We believe in working together as a team to achieve our goals and support each other's growth and development.

Inclusion:

We're dedicated to creating a positive and inclusive work environment that values diversity and promotes equality.

Compensation and Benefits

As a valued member of our team, you'll enjoy a competitive compensation package, including:

Salary:

$20-$30/hour

Benefits:

Comprehensive health, dental, and vision insurance, as well as 401(k) matching and paid time off.

Perks:

Access to exclusive discounts and promotions, and opportunities for professional development and growth.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and join our team of dedicated professionals who are making a difference in the lives of our customers. Apply Now! Apply for this job