Customer Experience Manager

2 weeks ago

Foothill Ranch, United States GATEKEEPER SYSTEMS Full time

**CUSTOMER EXPERIENCE MANAGER**
**GATEKEEPER SYSTEMS, INC.**

**Foothill Ranch, CA**

**_
Gatekeeper Systems_**_ stands proudly as the foremost global leader in retail loss prevention, operations management, and analytics, with our headquarters based in Foothill Ranch, California. _**_We maintain a strong presence across the globe, with offices in the UK, Australia, China, Hong Kong, Germany, France, and Canada, fostering a diverse team of over 450 talented employees. Over the past 25 years, Gatekeeper Systems has been at the forefront of the industry_**_, demonstrating our commitment to excellence through cutting-edge technologies and unparalleled customer service._
- Join us on our journey as we continue to revolutionize the retail sector, providing innovative solutions and services that redefine industry standards._

**ROLE SUMMARY**

Oversees, manages, trains, and advances the Customer Experience team of Gatekeeper U.S. in alignment with Gatekeeper Systems Inc.’s global mission as a leader in intelligent loss prevention strategies. Responsible for developing and implementing effective client solutions that prioritize customer experience, model and instill Company values, drive exemplary performance, and compel team success.

**WHAT WE OFFER**

Join the team at Gatekeeper Systems and watch your career grow We offer competitive compensation and benefits packages that include:

- Attractive Total Compensation Package
- Flexible hybrid work schedule
- Comprehensive healthcare benefits including medical, dental, and vision coverage; Life/ADD/LTD insurance; FSA/HSA options.
- 401(k) Plan with Employer Match
- Generous Paid Time Off (PTO) policy
- Observance of 11 paid company holidays

**ESSENTIAL JOB FUNCTIONS; but not limited to**:

- Prioritize customer experience to effectively generate business solutions.
- Develop and implement strategies to enhance the overall customer experience.
- Handle customer inquiries and complaints in a timely and professional manner.
- Analyze customer feedback and data to identify trends and areas for improvement.
- Collaborate with cross-functional teams to implement customer-focused initiatives.
- Train and mentor staff on customer service best practices. Push team development and career advancement.
- Manage the Customer Experience team and Supervisors. Onboarding new team members and disciplining/terminating team members.
- Track monitor monthly call volume targets, as well as aging and response time targets.
- Monitor key performance indicators related to customer satisfaction and retention
- Implement customer feedback mechanisms to gather insights and measure satisfaction levels.
- Drive initiatives to improve customer loyalty and advocacy.
- Stay up-to-date on industry trends and best practices in customer experience management.
- Continuously seek opportunities to innovate and enhance the customer journey.
- Work in unison with Account Managers to request updates to Customer cards, Install cards & site plans

**QUALIFICATION REQUIREMENTS**

The requirements listed below are representative of the knowledge, skill and/or ability required.
- Exemplify excellence in professionalism in all aspects of day-to-day duties and responsibilities
- Communicate warmth, understanding, adaptability, and helpfulness when interacting with all internal and external contacts
- Advocate for team needs while aligning with business purposes and leadership strategy
- Prioritize solutions, performance, and results
- Demonstrate self-awareness and openness to learning about personal effectiveness in the workplace and on teams
- Exhibit a cheerful, positive, loyal, team-member attitude toward the purposes, programs, policies and goals of Gatekeeper Systems
- Respect lines of communication and internal protocols
- Constantly strive to improve performance, effectiveness of the team, and ultimately the Company
- Demonstrate exemplar attention to detail, organization, follow-through and project management
- Own all assigned tasks
- Initiate communicating effectively through other people at all levels of the Company
- Carefully attend to details, time management, confidentiality and discretion, and promptness in response times

**EDUCATION AND/OR EXPERIENCE**
- 3 - 5 years leading customer service team
- 5 - 10 years prior related customer relations experience
- Demonstrated ability to develop solutions under pressure, with reassurance, calmness, and clarity
- Bachelor’s degree is preferred
- Experience in a technical or manufacturing environment is highly desirable.
- Metrics and Data-Driven with a known effective ability to train and guide teams toward data-based solutions
- Strong communication skills, ability to multi-task and ability to retain training knowledge to work independently are a must. Computer skills, including software used in this office (Navision, Word, Excel, PowerPoint, Outlook, Smartsheet)

**DISCLAIMER

  • Customer Service

    2 weeks ago

    Foothill Ranch, United States Wealth Recruitment, LLC Full time

    The call center is the primary point of contact to 25 clinics throughout the San Diego County, 400 providers and over 42 programs. The goal is to provide exceptional customer service in a courteous, professional manner, demonstrating a high level of commitment to our mission and values. Under the direct supervision of the call center management, you will be...

  • Operations Manager

    1 week ago

    Foothill Ranch, United States Michaels Stores, Inc. Full time

    Store - LA-FOOTHILL RANCH, CA Lead the operational processes to deliver sales and profits while protecting our assets. Provide a well merchandised and well in-stock store by leading and supporting inventory management processes. Lead a team of well-trained team members to deliver a customer centric shopping experience. Deliver friendly customer...

  • Pricing Manager

    1 week ago

    Foothill Ranch, United States Kaman Full time

    Overview: This position is responsible for the development, implementation and measurement of the pricing strategy in alignment with the Global Pricing Strategy and Policy. The role will support and lead the implementation of the Pricing Software and will closely engage with the commercial team to make sure the pricing strategy and profitability goals are...

  • Risk Management Specialist/Manager

    4 days ago

    Foothill Ranch, United States Orion Talent Full time

    Description Orion Talent, a customer-centric company focused on helping people discover meaningful careers and businesses grow by finding, delivering, and engaging the best talent around the world, is currently recruiting for a Risk Manager or Risk Management Specialist position with the global leader in retail loss prevention, operations management, and...

  • Event Project Manager

    3 days ago

    Foothill Ranch, United States DJE Sound & Lighting inc. Full time

    DJE is a passionate and professional full-service live event production company. Our goal is to provide our clients a first class experience from conceptualization to execution. We’ve built a team with diverse experience in concert production, corporate A/V, rigging, staging, house of worship, live theater, engineering, and design. With customer service as...

  • Risk Management Specialist

    4 weeks ago

    Foothill Ranch, United States GATEKEEPER SYSTEMS Full time

    **RISK MANAGEMENT SPEACIALIST** **GATEKEEPER SYSTEMS, INC.** **Foothill Ranch, California** **_ Gatekeeper Systems_**_ stands proudly as the foremost global leader in retail loss prevention, operations management, and analytics, with our headquarters based in Foothill Ranch, California. _**_We maintain a strong presence across the globe, with offices in...

  • Administrative Specialist

    1 week ago

    Foothill Ranch, United States Hartmanaire Full time

    Job Summary: **Responsibilities**: - Coordinate projects and manage timelines effectively - Monitor customer’s open invoices on weekly basis and submit aging reports and statements - Assist with plan rooms and maintain accurate records - Able to read and interpret mechanical drawings, and markup schematics Qualifications: - Proficiency in computerized...

  • Sales Support Administrator

    2 weeks ago

    Foothill Ranch, United States Tandym Group Full time

    A services company in California is currently seeking a new Sales Support Administrator for a promising opportunity with their growing staff. In this role, the Sales Support Administrator will be responsible for assisting the Sales Operations team with coordinating flow of orders, from receipt, to review, to packing, and to shipment. Responsibilities: The...

  • Embedded Software Engineer

    4 weeks ago

    Foothill Ranch, United States PEAK Technical Staffing USA Full time

    Embedded Software Engineer Global leader in retail loss prevention, operations management, and analytics with headquarters in southern California. As an essential business, for over 20 years, we have led the industry with innovative technologies and top-notch customer service, while minimizing risks to customers and security personnel. We are seeking an...

  • Cocktail Server

    2 weeks ago

    Foothill Ranch, United States Caspian Mediterranean Kitchen Full time

    Benefits/Perks Flexible Scheduling Competitive Compensation Career Advancement Opportunities  Job SummaryWe are seeking an experienced Cocktail Server to join our team! The Cocktail Server is the face of our restaurant and plays an integral role in our customer’s dining experience. You will build rapport with customers, answer questions about the menu,...

  • Relationship Banker

    3 weeks ago

    Foothill Ranch, California, United States Bank of America Full time

    Job Description:At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for...

  • Warehouse Worker

    3 days ago

    Foothill Ranch, United States DJE Sound & Lighting inc. Full time

    DJE is a passionate and professional full-service live event production company. Our goal is to provide our clients a first class experience from conceptualization to execution. We’ve built a team with diverse experience in concert production, corporate A/V, rigging, staging, house of worship, live theater, engineering, and design. With customer service as...

  • Graphic Designer

    3 weeks ago

    Foothill Ranch, California, United States Hampton Products Full time

    Graphic DesignerWe are looking for a full-time, experienced and self-motivated Graphic Designer to join our Creative Services Team to produce creative visual assets for Hampton Products and its many brands. The Graphic Designer will develop high-level original print & package design assets from concept through final production art, social media & tradeshow...

  • Sales and Service Advisor

    1 month ago

    Foothill Ranch, United States Big Brand Tire & Service Full time

    **Sales and Service Advisor: $19-$25 effective rate (Base Pay + Commission + Overtime + Paid Benefits)** **What is the job?** - Sales and Service advisors provide exceptional customer service to our guests while confidentially recommending products and services the vehicles need - We will train you to become product experts and be able to sell tires and...

  • CNC Machinist

    1 week ago

    Foothill Ranch, United States Global Channel Management Full time

    CNC Mold Tech needs 5+ years of CNC Programming & Machining experienceCNC Mold Tech requires:Technical Trade School2nd Mon-Fri (1P - 9P)•5+ years of CNC Programming & Machining experience with the majority of this time related specifically to injection molds•Experience in DMG Mori Seki•Experience in Mitsubishi EDM (Wire & Sinker)•Experience with Pro...

  • CNC Machinist

    4 days ago

    Foothill Ranch, United States Global Channel Management Full time

    CNC Mold Tech needs 5+ years of CNC Programming & Machining experience CNC Mold Tech requires: Technical Trade School 2nd Mon-Fri (1P - 9P) •5+ years of CNC Programming & Machining experience with the majority of this time related specifically to injection molds •Experience in DMG Mori Seki •Experience in Mitsubishi EDM (Wire & Sinker) •Experience...

  • Software Engineer – Features, WWE 2K

    2 weeks ago

    Foothill Ranch, United States Visual Concepts Full time

    At Visual Concepts, we believe great games are made by diverse and empowered teams with a shared passion for play. As one of the world’s top game development studios, we have shipped over 100 multi-sku titles to critical acclaim and commercial success. Our teams are independent and entrepreneurial. Our studios in Agoura Hills, Novato, Foothill Ranch,...

  • Medical Assistant

    2 days ago

    Foothill Ranch, United States Kaiser Permanente Full time

    Under direct supervision and within established scope of practice, assists in the provision of direct patient care by performing routine patient care procedures, technical&supportive functions in a medical office or clinic setting.Essential Functions:• Upholds KP's Policies and Procedures, Principles of Responsibilities and applicable state, federal and...

  • Guest Environment Expert

    1 week ago

    Foothill Ranch, United States Marriott International Full time

    Additional Information Full-Time, Houseman or Laundry attendant, Both Day and Evening Shifts with weekend availability, Pay: $20.75/hour Job Number 24064648 Job Category Housekeeping & Laundry Location Courtyard Foothill Ranch Irvine East/Lake Forest, 27492 Portola Parkway, Foothill Ranch, California, United States VIEW ON MAP Schedule Full-Time Located...

  • Medical Assistant

    3 days ago

    Foothill Ranch, California, United States Kaiser Permanente Full time

    Under direct supervision and within established scope of practice, assists in the provision of direct patient care by performing routine patient care procedures, technical&supportive functions in a medical office or clinic setting.Essential Functions:• Upholds KP's Policies and Procedures, Principles of Responsibilities and applicable state, federal and...