A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
401(k) Company parties Competitive salary Dental insurance Health insurance Paid time off Vision insurance SERVPRO Team Holland is hiring an industry experienced Restoration Customer Experience Manager!
Benefits:
SERVPRO offers: Competitive compensation Superior benefits Career progression 401k Health care benefits Flexible work/life balance Professional development And more! As the CX Manager, you will be responsible for hiring, managing, training, and motivating the SERVPRO® office team. You will oversee dispatch, sales leads, coordinate with the estimating HUB for job file requirements, administrative activities, sell all aspects of the job and ensure customer satisfaction at all levels Key Responsibilities Assist in hiring office personnel and ensure employment best practices and compliance Manage the training and development plans for office team Manages sales leads and conversions Direct and train all call takers to be selling the brand, saying "YES", and own the entire customer experience Oversee performance management for office team Oversee the adequate coverage for our customers 24/7 for the phones and work directly with production for their on-call coverage Verify and analyze franchise performance reports for the front end operation Assist with office staffing and compensation plan as needed Position Requirements High school diploma/GED; Associate degree or Bachelor's degree preferred At least 3 year of management and/or supervisory experience At least 3 year of customer service and/or office-related management experience or this can be substituted with industry experience Excellent written and verbal communication skills Exceptional organization and planning capabilities, strong attention to detail Highly energetic and motivated leader that understands the importance of collaboration with other managers, staff, and executive leadership Management and participation in an on-call rotation for covering phones evenings and weekends to meet the demands of our cutomers \"The buck stops here\" in managing and handling all customers concerns both timely and professionally In-office at Elkridge location Mon-Fri 8-5p Skills/Competencies This is a role in a fast-paced office environment. Ability to successfully complete a background check subject to applicable law Each SERVPRO® Franchise is Independently Owned and Operated. All employees of a SERVPRO Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated Servpro Franchise. Servpro Franchise employees are not employed by, jointly employed by, agents of or under the supervision or control of Servpro Industries, LLC or Servpro Franchisor, LLC (the Franchisor), in any manner whatsoever. All Sample Forms provided by Servpro Industries to Servpro Franchises should be reviewed and approved by the Franchise's attorney for compliance with Federal, State and Local laws. All Sample Forms are provided for informational purposes and Servpro Franchises may choose whether or not to use them. All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.
