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Customer Experience Manager

2 months ago

High Point, North Carolina, United States Flexsteel Full time

Job Summary:

The Customer Care Team Leader plays a critical role in delivering a customer experience that provides Flexsteel a competitive advantage in the industry. This position requires a strong understanding of customer needs and expectations, as well as the ability to develop creative solutions to meet those needs.

Key Responsibilities:

  • Provide guidance, support, and training to enhance overall performance and efficiency.
  • Ensure accurate and consistent tracking of attendance and adherence to company policies.
  • Manage escalated customer inquiries to ensure prompt and satisfactory resolution, maintaining high standards of service.
  • Act as Voice of the Customer, communicating Customer needs & expectations within Flexsteel.
  • Work independently within established procedures requiring minimal escalation.
  • Coordinate & communicate effective resolution for unique, complex scenarios.
  • Diagnose & resolve product concerns both inside & outside of the warranty period.
  • Support order management requirements received via various channels.
  • Capture appropriate information in a customer relationship management (CRM) application.

Qualifications:

  • Behaviors:
  • Team Player: Works well as a member of a group
  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Flexsteel is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran or disability status.