Experienced Customer Experience Manager – Remote Customer Support
At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you'll play a vital role in leading our team of Client Experience Supervisors (CXMs) to ensure that our stores are running smoothly, and our customers receive the highest level of service. If you're passionate about customer service, leadership, and teamwork, we want to hear from you!
About arenaflex
arenaflex is a leading home improvement retailer with a rich history of innovation and customer satisfaction. We're dedicated to providing our customers with the best products, services, and experiences in the industry. Our company culture is built on a foundation of teamwork, respect, and a passion for delivering exceptional results.
Job Summary
As a Customer Experience Manager, you'll be responsible for leading a team of CXMs to ensure that our stores are running efficiently, and our customers receive the highest level of service. You'll work closely with our Senior Managers and Associate Senior Managers to drive customer satisfaction, partner engagement, and store performance. This is a remote customer support role that requires strong leadership, communication, and problem-solving skills.
Key Responsibilities
*
Client Experience (25%):
+ Drive customer satisfaction and partner engagement by mentoring Partners on customer service procedures and ensuring the team is providing the highest level of 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 service. + Make adjustments as needed to maintain a positive customer experience.
Individuals (25%):
+ Provide on-the-spot coaching based on observations and behavior. + Collaborate with Associate Senior Managers (ASMs) regarding formal performance discussions and discipline. + Recognize Partners for demonstrating values-based behaviors and efficiency, and use recognition tools (Partner Grants) to feature Partners showing exceptional 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 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 policies 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 duties, as well as other entire store center responsibilities. + Approve daily store needs with ASMs and SMs. + Ensure Partners complete all store tasks as per 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.
Essential Qualifications
* Bachelor's degree
- Ability to work an adaptable schedule
- Legally authorized to work in the US
- Strong leadership, communication, and problem-solving skills
- Ability to stand or walk for long periods or lift, handle, or carry materials or equipment of moderate weight (8-20 pounds)
Preferred Qualifications
* Entire store management experience
- Large box retail experience
- Home improvement industry experience
Work Environment
* Normally situated in an agreeable indoor region.
- There may be normal exposure to gentle physical discomfort from variables like dust, exhaust, or scents, temperature limits, clearly noise, solid drafts, or bright lights.
Compensation and Benefits
* Competitive hourly rate: $20-$30/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
How to Apply
If you're a motivated and results-driven individual who is passionate about customer service and leadership, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job