Customer Experience Manager

7 days ago

Hudson, United States Leaf Home Water Solutions Full time

About the Role:

The Customer Relations Operations Manager is a key position at Leaf Home Water Solutions, responsible for directly supporting the National Director of Customer Operations. This role requires providing guidance, direction, and counseling to both customers and employees to ensure the highest level of satisfaction possible, while maintaining the highest possible profitability for our organization.

Key Responsibilities:

  • Supervise and execute day-to-day management of a team of Regional Customer Relationship Managers to ensure proficiency.
  • Resolve escalating customer service issues in a timely fashion, ensuring customer satisfaction every step of the way.
  • Develop a complex understanding of the products and services available to customers and the ability to present each and/or all of them to a prospective client based on their specific needs.
  • Gather initial intake information provided by an employee or customer needed to establish a relationship with the customer with the goal of dispute resolution.
  • Develop an individualized strategic plan for each customer designed to expand our relationship with them through increased involvement and relationship strategies.
  • Consistently follow up with customers within established time frames to ensure the meeting of resolution targets.
  • Meet and document daily targets of contacts, relationship progressions, and resolutions generated.
  • Support and maintain an atmosphere of warmth, personal interest, and positive emphasis, as well as a calm environment throughout the department.
  • Develop and implement a continual strategic roadmap for improved customer experience.
  • Provide technical expertise to support the installation and product delivery to end customers.
  • Maintain a portfolio of training and educational materials.
  • Manage warranty registrations and claims.
  • Assist in the hiring of top talent for Customer Relationship Managers, including training a 20-plus person department on best practices for dispute resolution.
  • Prepare monthly reports detailing service analytics and key performance measures.

Preferred Skills and Abilities:

  • Ability to work independently and within teams with a track record of successful customer dispute resolution.
  • Self-motivation, demonstrated initiative, and a natural problem/resolution acumen.
  • Excellent communication, grammar, creative writing, and listening skills.
  • Exceptional organizational and administrative skills.
  • Demonstrable appreciation and commitment to good customer relations.
  • Polite, confident, and outstanding telephone presence.
  • Demonstrated ability to adapt quickly to changing needs and priorities.
  • Proven success handling multiple assignments concurrently, timely, and professionally.
  • Ability to remain composed and be adaptive in a dynamic, fast-paced, customer-focused environment.
  • Prior auditing and/or quality assurance experience.
  • Strong executive leadership with a track record of delivering and improving measurable customer experience responsibilities.
  • Previous experience (5+ years preferably) in home remodeling or construction customer service.
  • Ability to hire, train, motivate, counsel, and improve the performance of all team members.
  • Superior time management and organizational skills, including supervising others effectively and leading people through aggressive growth transitions.
  • Experience in a management role delivering technical services or product application.
  • Proven ability to develop and maintain departmental analytics.
  • Complete fluency in oral and written English.

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