Customer Experience

4 days ago

Anaheim, United States Precision Door Service Full time

**Precision Door Service (an Award-Winning Garage Door Organization)**

**Career Opportunity for Customer Experience Lead**

**Do you have the passion to provide solutions?**

**Are you willing to upgrade your skills as a Customer Experience Lead?**

**Are you looking to gauge your career to the next level?**

**Who are we?**

At Precision Door Service we are committed to provide excellent service to our customers and our diverse workforce is the backbone of our operations. Precision Door Service provides residential garage door service. With over 100 locations, our professional and certified technicians repair over 1000 garage doors everyday - nationwide. We also sell and install a wide selection of garage doors and garage door openers. We have been selected multiple years as Franchise Business Review Top 50 Franchises for Franchise Satisfaction. We ranked #13 in the top 20 new franchises by Entrepreneur® magazine. We also ranked #227 in Entrepreneur® magazine's Franchise 500. We received the "Spirit of Success" award from Southwestern Bell. Multiple franchises with the Angie's List Super Service Award. Our business is operational 24/7, every day of the week.

**What is the purpose of this Job?**

As the Customer Experience Lead at Precision Garage Door Services, you will play a pivotal role in ensuring exceptional customer service and operational efficiency within the organization. Reporting directly to the Customer Experience Department Manager, you will oversee various aspects of customer interactions, employee training, quality assurance, and project management to uphold the company's standards of excellence.

**Why join us?**

**Our Vision** - To provide outstanding garage door repair service, complete customer satisfaction and a program that rewards excellence from our franchisees, technicians, and staff.

**Our Mission** - To establish Precision Door Service as the public standard and national household name in garage door repair service.

**Our Values** - Culture, Reliable People, Career Oriented, Industry Standard Training and Safety, Competitive Salaries & Benefits, Garage Door Leaders.

**Responsibilities**:

- Accurately compile and analyze completion reports for customer service activities. Provide regular updates and insights to the management team regarding service performance metrics.
- Conduct comprehensive training sessions for new and existing employees on customer service protocols, procedures, and company policies. Ensure that all team members are equipped with the necessary skills and knowledge to deliver exceptional service.
- Perform regular audits of reports and customer interactions to maintain quality standards and identify areas for improvement. Collaborate with relevant stakeholders to address any discrepancies or issues identified during audits.
- Serve as the primary point of contact for home warranty companies such as AHS, Fidelity, and 2-10, facilitating authorization processes and direct communication with representatives. Ensure seamless coordination between the company and home warranty providers to expedite service requests and approvals.
- Lead and contribute to new projects aimed at enhancing the customer experience and operational efficiency. Collaborate with cross-functional teams to implement innovative solutions and drive continuous improvement.
- Develop and refine standard operating procedures (SOPs) related to customer service operations. Regularly update and improve SOPs to reflect best practices and evolving business needs.
- Serve as an in-office resource for employees, providing guidance, support, and assistance with questions or concerns. Act as the right hand to the Customer Experience Department Manager, offering support and collaborating on departmental initiatives.
- Supervise and monitor the customer service team's performance to ensure tasks are completed efficiently and customer inquiries are addressed promptly. Provide coaching and feedback to team members to foster their professional growth and development.
- Assist with various administrative tasks and logístical arrangements to ensure smooth operations, particularly during corporate visits or other visitor engagements.

**Requirements**:

- 3-5 years of experience being a Supervisor/Lead/Manager in customer service management or a similar role.
- Strong leadership skills with the ability to motivate and inspire team members.
- Excellent communication, problem-solving, and organizational abilities.
- Proficiency in using relevant software and tools for data analysis and project management.
- Knowledge of home warranty processes and industry regulations (preferred).
- Commitment to delivering exceptional customer experiences and driving continuous improvement initiatives.
- Spanish speaking is a plus.

**Work Schedule
- Monday through Friday 7**:00 AM-4:00 PM, Weekend Availability needed**

**Benefits -**
- Medical, Dental and Vision Benefits
- 401k Plan
- Paid Time Off
- Referral program
- Emp

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