Experienced Customer Experience Manager – Remote Customer Support
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Experience Manager, you'll play a pivotal role in shaping the future of our customer support team. If you're passionate about providing top-notch service, leading by example, and driving business growth, we want to hear from you.
About arenaflex
arenaflex is a leading retail giant, dedicated to empowering customers to achieve their home improvement goals. With a rich history of innovation and customer-centricity, we're committed to creating a seamless shopping experience that exceeds our customers' expectations. Our team of passionate professionals is driven by a shared vision to make a meaningful impact on people's lives.
Job Summary
As a Customer Experience Manager, you'll oversee the execution of store standards across our entire store, including customer care, department availability, and operational cycles. You'll be responsible for mentoring partners, addressing customer service escalations, and performing Director On-the-job (MOD) duties. Your expertise will be instrumental in driving business growth, improving customer satisfaction, and fostering a positive work environment.
Key Responsibilities
*
Client Experience (25%):
+ Drive customer satisfaction and partner engagement; mentor partners on best practices and ensure the highest level of customer service. + Resolve customer escalations within the store and through Client 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 customers receive quick, friendly assistance. + Make a positive impact as required.
Individuals (25%):
+ Provide timely coaching based on observations and behavior. + Collaborate with Associate Senior Managers (ASMs) regarding formal performance discussions and discipline. + Recognize partners for demonstrating values and use recognition tools (Partner Grants) to highlight partners showing value-based behaviors and performance. + Contribute to ASMs on partner performance and participate in ability planning for every hourly partner. + Assist SM and ASMs with partner interviews and recruiting processes. + Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and speak with ASMs and SMs regarding follow-up activities. + Ensure adherence to work rule arrangements regarding safety and security as outlined in the Guidelines of Execution. + Hold partners accountable for following all Standard Operating Procedures (SOPs).
Chief On-the-job (50%):
+ 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 responsibilities, as well as other entire store center duties. + Approve daily store needs with ASMs and SMs. + Ensure partners complete all store tasks according to timing assumptions. + Contribute to partners, check issue revision, and deterrent activity is set up. + Ensure partners follow all safety and Hazardous Materials procedures and Health Matters rules consistently. + Ensure all equipment and machines are functioning properly. + Review current and upcoming events and advertisements to determine if any action is required, collaborate with the proper Office Manager or Partner Head Supervisor as needed. + Direct Chief/Direct Reports + Reports to Head Manager + Responsible for direct management of the work activities of others. This may include direct oversight of a shift or the coordination of multiple work groups.
Actual Requirements
* Should constantly stand or walk or consistently requires lifting/dealing with/conveying material or equipment of moderate weight (8-20 pounds).
- Working Conditions
+ Normally situated in an agreeable indoor region. There might be normal exposure to gentle physical discomfort from variables like dust, exhaust, or scents, temperature limits, clearly noise, solid drafts, or bright lights.
Standard Minimum Capabilities
* Should be legally allowed to work in the US.
- Ability to work an adaptable schedule
Favored Capabilities
* Entire store management
- Large box retail experience
- Home improvement industry experience
What We Offer
* Competitive hourly rate: $20-$30/hour
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Comprehensive benefits package, including medical, dental, and vision insurance
- Generous paid time off and holidays
- Recognition and rewards for outstanding performance
How to Apply
If you're a motivated and results-driven individual with a passion for customer experience, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply to this job Apply for this job