At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented and dedicated Customer Experience Manager to join our team. As a key member of our customer support team, you'll play a vital role in ensuring that our customers receive the highest level of service and support, while also driving business growth and success.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services to the home improvement industry. With a strong commitment to customer satisfaction and excellence, we've built a reputation for delivering high-quality products and services that meet the evolving needs of our customers. Our team is passionate about making a difference in the lives of our customers, and we're looking for like-minded individuals to join us on this journey.
**Job Summary**
As a Customer Experience Manager, you'll be responsible for leading a team of customer support representatives and ensuring that they provide exceptional service to our customers. You'll work closely with our senior management team to develop and implement strategies that drive business growth and improve customer satisfaction. This is a remote customer support role, and you'll be working from the comfort of your own home.
**Key Responsibilities**
* Drive customer satisfaction and partner commitment by mentoring partners on customer care procedures and ensuring that the team is providing the highest level of customer service.
* Resolve customer escalations within the store and through customer care.
* Ensure Division Managers and Floor Deals Partners are prepared for high-volume sales periods.
* Monitor customer flow through checkouts and take action to ensure that customers are receiving quick and friendly service.
* Make a positive impact as required.
**Individuals**
* Provide timely coaching based on observations and behavior.
* Collaborate with Associate Senior Managers (ASMs) regarding formal performance discussions and discipline.
* Recognize partners for exhibiting values-based behaviors and efficiency, and use recognition tools (Partner Grants) to feature partners showing value-based behaviors and efficiency.
* Provide input to ASMs on partner performance and participate in ability planning for every hourly partner.
* Help SM and ASMs with partner interviews and recruiting process.
* Support and address missed time-clock punches, fluctuations, schedule changes, get call outs, and speak with ASMs and SM regarding follow-up activities.
* Ensure adherence to work rule arrangements in regards to safety and security as outlined in the Guidelines of Execution.
* Hold partners accountable for following all SOPs.
**Chief On the Job**
* Lead the store opening shot gathering and walk every division to ensure store preparation.
* Communicate messages, needs, and tasks to all partners.
* Perform Opening, Closing, and MOD entrusting as well as other entire store center responsibilities.
* Approve daily store needs with ASMs and SMs.
* Ensure partners complete all store agenda as per timing assumptions.
* Provide input to partners, check issue revision, and deterrent activity is set up.
* Ensure partners follow all security and Hazardous materials methods and Health Matters rules consistently.
* Ensure all equipment and machines are working properly.
* Review current and forthcoming events and advertisements to determine whether any action is required, collaborate with proper Office Boss or Partner Head supervisor as required.
**Requirements**
* Bachelor's degree in a related field.
* 2+ years of experience in customer-facing roles, preferably in the home improvement industry.
* Strong leadership and communication skills.
* Ability to work an adaptable schedule, including evenings and weekends.
* Ability to lift, carry, push, or pull objects weighing up to 20 pounds.
* Ability to stand or walk for long periods.
* Ability to work in a fast-paced environment with multiple priorities.
**Preferred Qualifications**
* Experience in a customer-facing role, preferably in the home improvement industry.
* Knowledge of customer service principles and practices.
* Experience with conflict resolution and negotiation.
* Ability to work in a team environment and build strong relationships with colleagues.
* Strong problem-solving and analytical skills.
* Ability to adapt to changing priorities and deadlines.
**What We Offer**
* Competitive salary range of $20-$30 per hour.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* 401(k) retirement plan with company match.
* Paid time off and holidays.
* Opportunities for career growth and professional development.
* Collaborative and dynamic work environment.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!
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