Position Overview
The Customer Experience Manager is responsible for ensuring a positive and seamless experience for customers by managing task distribution, responding to inquiries, resolving issues, and maintaining effective communication. This role requires a proactive and collaborative approach to customer service, with the ability to handle a fast-paced and dynamic work environment.
What We Offer You:
- Year-Round Work
- Birthday Pay
- Paid Time Off (PTO) after 90 Days
- Parental Leave
- Paid Training
- Weekly Pay
- 7 Paid Holidays
- Employee Relief Fund
- Education & Tuition Assistance
- Robust Benefits Package (Health, Dental, Vision Insurance, 401k Match, IRA, and More)
- Employee Discounts
- Employee Referral Bonus
- Career Growth Opportunities
Key Responsibilities:
- Task Management:
- Oversee the management of tasks, ensuring they are filtered, prioritized, and assigned to the appropriate department.
- Monitor task completion and ensure timely responses to customer inquiries.
- Monitor and respond to Birdseye correspondence
- Customer Interaction:
- Provide immediate assistance to customers who are facing concerns, through live communication channels
- Answer customer questions, resolve complaints, and offer information about products, services, orders, and company policies.
- Handle incoming customer concern calls and make outbound calls in time-sensitive situations, ensuring customer satisfaction.
- Team Collaboration:
- Work collaboratively with team members in a fast-changing environment, maintaining a positive and supportive atmosphere.
- Share insights and provide feedback to improve team performance and customer satisfaction.
- Reporting and Communication:
- Inform the supervisor of any areas of concern related to customer service or task management.
- Maintain accurate records and reports of work performed, including customer interactions and task completion.
- Check phone messages and follow up on customer concerns promptly.
- Problem-Solving:
- Take initiative in addressing customer issues, demonstrating a proactive and "can-do" attitude.
- Provide effective solutions to customer problems, ensuring a positive resolution.
- Professionalism:
- Maintain a positive and professional demeanor in all customer and staff interactions.
- Exemplify trustworthiness and reliability in handling customer concerns and team collaboration.
Knowledge, Skills, and Abilities:
- Ability to maintain a pleasant and professional attitude towards customers.
- Strong communication skills, both written and verbal, with the ability to interact effectively with a diverse customer population.
- Excellent customer service skills, with the ability to resolve issues, complaints, and concerns efficiently.
- Strong organizational and time-management skills, with the ability to prioritize tasks in a fast-paced environment.
- Ability to work both independently and as part of a team, with a focus on collaboration and shared goals.
- Comfortable with multitasking and rapidly switching between tasks without loss of efficiency.
- Ability to make decisions based on established guidelines and procedures, with the confidence to act independently when necessary.
Qualifications:
- High school diploma or equivalent required.
- Minimum of 1 year of experience in customer service or a customer-facing role.
- Experience with computers and related systems in an administrative office environment.
- Proven ability to work effectively in a fast-paced and constantly changing work environment.
- Demonstrated ability to communicate effectively and professionally with both customers and co-workers.
Work Environment:
- Office environment with standard office equipment.
- Fast-paced and dynamic work environment, with frequent changes and the need for adaptability.
** Note: Duties and responsibilities are subject to change at any moment to meet the needs of the company.
