Customer Experience Manager

Summary

Manage and lead a team of Customer Experience Supervisors and Representatives and adjacent roles.  Directly responsible for the quality and productivity of the Customer Experience and Order Entry teams.  Use metrics to drive process and productivity improvements in a high growth environment while motivating others to deliver a best-in-class customer experience. 

Responsibilities

• Effectively interview and provide recommendations for hiring customer service and order entry positions
• Provide support, coaching and direction to ensure comprehensive understanding of Visual Comfort’s approach to sales, customer service, systems and operational procedures
• Utilize reporting tools to analyze data and drive behaviors and priorities
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Participate with the Training team in onboarding new team members and continuous training for all
• Exhibit professionalism with customers, team members and all levels of leadership
• Plan/initiate team building activities to drive engagement and overall morale
• Work with Director of Customer Experience to identify areas of improvement and streamlining current processes and procedures
• Conduct constructive performance reviews and goal setting
• Utilize CRM and order management systems to process quotes, sales orders, and returns accurately and efficiently, and lead others in doing the same
• Work with senior leadership to evaluate staffing and scheduling needs
• Perform other tasks as assigned

Qualifications

• Bachelor’s degree in Consumer studies, Business studies or Management studies related field.
• Minimum 5+ years in customer service management-related activities in multi-channel contact center environment.
• Proven results in operational and customer satisfaction excellence.
• Experience with workforce management.
• Exceptional motivational, listening, and problem-solving skills.
• Experience with process improvement (such as Lean or Six Sigma) and project management preferred.
• Proficiency with contact center technologies such as telephone, chat, knowledge base, CRM, database, and MS Office with advanced knowledge of MS Excel.
• Excellent administrative proficiency and customer relations skills.
• Ability to prioritize and complete tasks efficiently.
• Experience working with high-profile clients and aggressive deadlines.
• Exceptional verbal and written communication skills.

Requirements

• 2+ years of prior team management/leadership experience
• 3+ years of experience in Customer Experience (Sales & Service)
• Bachelor’s degree required
• Extensive knowledge of customer service procedures and principles
• Ability to lead and motivate, coach and mentor team members
• Maintains a professional demeanor; ability to handle confidential and sensitive information
• Exceptional organizational and time management skills, with a strong attention to detail
• Excellent verbal and written communication skills with the ability to interact with all levels of leadership
• Excellent interpersonal skills with the ability to work well with a wide variety of people and forge mutually beneficial relationships

We Provide:

• Competitive Compensation Package
• Company provided Life Insurance and Short-Term Disability.
• 401(k) Employer Match.
• Paid Time Off Programs
• Comprehensive Benefits Package.
• Team Member discounts on Visual Comfort Products.
• Closed on all major holidays  

Salary range is $75,000-$85,000

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