Customer Experience Manager
We are looking for a friendly and highly competent person to fill our Customer Experience Manager position.
The ideal candidate will have excellent interpersonal skills and a knack for problem-solving.
Were looking for someone with a passion and patience for helping others.
This person will be primarily responsible for handling customer matters, questions, concerns in a timely, professional, and kind manner.
Ideally, this person will act as a brand ambassador online and on the phone to listen to customers and address any issues they may have.
This person understands and cares about satisfying customers and has the communication skills, creativity, and problem-solving abilities to convert challenges into positive experiences.
Responsibilities:
Manage a team of ecommerce customer experience professionals helping customers with issues related to bicycles, skateboards, paddleboards, exercise equipment, and order processing.
Determine departmental KPIs, set department goals, and report to management weekly, monthly, quarterly, annually.
Receive, research, and respond to customer requests both via phone and online with grace, respect, and efficiency.
Quickly become familiar with brand voice, software platforms, and common customer service issues to better serve customers and grow the brand.
Handle warranty claims, acting as a liaison between the company and the customers.
Follow up on backorders, special orders, and warranty issues to ensure customer satisfaction Follow up with dissatisfied customers, including responding to negative reviews. Processing customer returns and exchanges Provide follow up with other departments to ensure service standards are being met Communicate customer feedback to management including dissatisfaction with products or services
Requirements:
Prior customer service experience Computer literacy Ability to handle high call volumes Organizational and time management skills A friendly personality and exceptional communication skills Strong verbal and written communication skills Attention to detail Familiarity with online customer service ticketing systems is a plus High school diploma or equivalent, AA preferred Proof of legal residency
Job Type: Full-time