Customer Experience Manager
3 weeks ago
We are seeking a highly motivated Customer Experience Manager to join our team in Irvine, CA. As a key member of our customer solutions department, you will play a pivotal role in ensuring seamless customer experiences and driving business growth.
Key Responsibilities- Proactive Communication: Communicate effectively with customers and internal stakeholders, providing timely updates on project timelines, scope changes, and new information impacting order fulfillment. Regularly organize customer meetings and serve as a central point of contact for all project- and order-related inquiries.
- Team Leadership: Lead, motivate, and coach a team of Customer Solutions Coordinators and Account Managers to ensure exceptional customer service. Conduct regular team meetings to discuss performance, address issues, and communicate updates.
- Customer Support: Oversee the handling of customer inquiries, complaints, and escalations to ensure timely and satisfactory resolution. Monitor customer solutions metrics, such as response times and customer satisfaction scores, and take appropriate actions to improve performance.
- Process Improvement: Identify areas for improvement in customer solutions processes and procedures and support implementation of solutions to enhance efficiency and effectiveness.
- Quality Assurance: Conduct regular quality assurance assessments of customer interactions to ensure consistency and adherence to company standards.
- Reporting and Analysis: Prepare and present regular reports on key performance metrics, trends, and insights to management.
- Education: Bachelor's degree in Business Administration or a related field preferred.
- Experience: A minimum of 5 years' experience within Customer Service, including experience in a project management role with a demonstrated track record of results.
- Leadership Skills: Demonstrated ability to motivate, coach, and lead a team effectively.
- Computer Skills: Superior computer skills, well-versed in Microsoft Office Suite, intermediate knowledge of Excel, and experience using shared system resources.
- Math Aptitude: Strong math aptitude with regards to calculating discounts, interest, percentages, and ratios.
- Competitive Salary: $90,000 per year, depending on experience.
- Benefits Package: Medical, dental, and vision insurance, 401(k) program with 9% employer contribution, on-site gym, life insurance, and 12 paid holidays.
We offer a dynamic work environment, opportunities for growth and development, and a competitive salary and benefits package. If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
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