Customer Experience Manager

3 days ago

Wheeling, Illinois, United States Hawthorne Global Aviati Full time

Hawthorne Global Aviati Job Description

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As a Customer Service Supervisor, you will play a vital role in ensuring exceptional customer experiences at Hawthorne bases worldwide. Reporting to the General Manager, you will oversee all customer-facing processes and procedures, as well as manage a team of customer service professionals.

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About the Role:

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  • Serve as a champion for exceptional customer service, consistently delivering prompt, courteous, and personalized support that exceeds customer expectations.\
  • Lead by example, interacting with customers and developing strong relationships to drive loyalty and retention.\
  • Attract, interview, and onboard new team members, fostering a culture of growth and development within the Customer Service Team.\
  • Mentor and train customer service staff to ensure they possess the skills and knowledge needed to deliver outstanding service, adhering to our Hawthorne Customer Service training program.\
  • Foster a positive and inclusive work environment, promoting open communication and collaboration among team members.\
  • Develop and maintain effective schedules for the Customer Service Team, ensuring seamless coverage and optimal performance.\
  • Review and approve timecards for all team members, maintaining accurate records and upholding our company's standards.\
  • Plan and coordinate events, including customer transportation and catering, to create memorable experiences.\
  • Oversee accounts receivable and payable, assisting with monthly financial closings and providing insights for informed decision-making.\
  • Serve as a subject matter expert on customer service applications, driving continuous improvement and innovation within the team.\
  • Perform other duties as assigned by the General Manager, embracing opportunities to contribute to the company's success.\
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    • A minimum of 2 years' experience in a management role within a service-oriented environment.\
    • Proven verbal and written communication skills, with the ability to effectively convey ideas and information.\
    • Strong interpersonal skills, with a focus on building trust and rapport with colleagues, customers, and stakeholders.\
    • Excellent organizational, process, and time management skills, with a keen eye for detail and ability to prioritize tasks.\
    • A working knowledge of MS Word and MS Excel, with proficiency in using software applications to drive productivity and efficiency.\
    • A valid driver's license, with flexibility to work overtime, nights, and weekends as required.\
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      • Demonstrate physical ability to perform frequent walking, stretching, bending, sitting, stooping, reaching, and grasping actions.\
      • Be willing to adapt to changing circumstances and priorities, with a flexible mindset and commitment to meeting deadlines.\
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As a key member of our Hawthorne Global Aviati team, you will be rewarded with a competitive salary of $65,000 - $80,000 per annum, commensurate with experience, plus benefits and opportunities for professional growth and development.

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We are an equal opportunity employer, committed to attracting and retaining top talent from diverse backgrounds. We welcome applications from qualified candidates who share our values and passion for delivering exceptional customer experiences.

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We offer a comprehensive compensation package, including health insurance, retirement plans, and paid time off. Our commitment to employee well-being extends beyond the workplace, with access to wellness programs, mental health resources, and employee assistance services.

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We value your contributions and appreciate your dedication to our mission. If you are passionate about delivering exceptional customer experiences and joining a dynamic team, we invite you to apply for this exciting opportunity.

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