Customer Experience Manager

Are you a proactive, assertive, take-charge person? When something is of value to you, do you have an almost uncanny ability to think ahead and charge forward to attain goals? Do you need and thrive in a work environment that allows for independence, freedom, and change? Are you happy to make decisions, but only once you’ve reviewed a problem from all angles and have determined that your choice is low risk and likely to work out well? Are you more of a leader than a team player, and only truly want to participate when you can personally contribute to the overall solution? Do you prefer not to delegate, as no one can do the job quite as well as you can? Are you hard on your direct reports, and harder on yourself? Is your communication style factual, no  nonsense, and what some would call blunt?

• Culture that rewards Hungry, Humble, and Smart
• Autonomy,  Autonomy, and more Autonomy.  If there is a better way we won't stand in your way

The Customer Experience Manager is responsible for overseeing the overall Customer Experience. As the manager, you will oversee and guide all call center staff in support of the company’s overall goal of assisting customers while achieving success and profitability. This position will maintain a strong client focus while driving employee engagement and client satisfaction through high-quality service. You will be responsible for implementing policies and procedures, ensuring safe and efficient delivery of quality services, and continued improvement through training. 

Key Responsibilities:

· Manage and develop call center staff, including recruiting, hiring, performance management, discipline, and termination.

· Perform tasks that support the job's essential functions, but which may be altered or redesigned depending upon individual circumstances.

· Focus on continuous improvement and process compliance to achieve budgeted gross margins by developing and implementing best operational practices.

· Oversee call center expenses, including labor

· Identify areas of performance issues and address them professionally and consistently.

· Create a fun and engaging culture to promote employee retention and growth

· Provide feedback, coaching, and ongoing technical and communication training to meet or exceed performance metrics.

· Conduct daily huddle meetings and direct work assignments to maximize production.

· Conduct monthly 1on 1’s with each direct report to review scorecards and career growth

· Listen to 10 calls per week per representative and provide feedback regularly.

· Responsible for call center facilities management, inspections, maintenance, and repair to protect company assets.

Qualifications:

· Prior work experience in an administrative setting is preferred.

· Minimum of 5 years of managerial and sales experience in service operations.

· Basic computer skills, including Word, Excel, and any other software used by the company.

· The ability to perform multiple tasks in a fast-paced environment while maintaining attention to detail and follow-through.

· Geographical knowledge of the service area and/or map reading skills.

· Exceptional interpersonal and communication skills, both written and verbal, with the ability to function in a team environment.

· Knowledge of industry service requirements for residential and commercial.

Benefits:

· Medical Insurance

· Dental and Vision plans

· Life Insurance plan

· 401(k) with Company Match

· Short- and Long-Term Disability plans

· Paid Time off

· 6 Paid Holidays each year + 2 paid floating holidays

Job Type: Full-time

Pay: $63,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift