Summary: The Assistant Customer Experience Manager will work collaboratively within the Service Center, Field Repair, and Quality Control business to ensure that all customer and business needs are met with the goal of growth and development of the business. The Assistant Customer Experience Manager will report to and work closely with the Senior Manager of Customer Experience to uphold and manage all aspects of the Customer Experience.Duties and Responsibilities:The Assistant Customer Experience Manager will report to and work closely with the Senior Manager of Customer Experience to uphold and oversee execution of standards across the entire Service Center, primarily focused on Customer Experience, Parts Operations, Dispatching, Billing, and Operational processProvides leadership and guidance through training, coaching, and feedback to improve performance and meet objectives to ensure optimal performance of Customer Experience Department within the Service Center – Parts, Dispatch, Billing, and Call Center. Tasked with assuming ownership of their assigned departments, the Assistant Customer Experience Manager is responsible for achieving targets while prioritizing overall Customer satisfaction across various facets of the BrandsMart USA Service Center ExperienceWorks directly with Service Center Team, Quality Control, and Store field personnel to support and develop the Service Center businessComplete daily, weekly and/or monthly Service Center reports as assigned in a timely and professional manner. Prepares presentations, memos, e-mails, reports, spreadsheets, and other documents for internal and external distribution.Ensure accountability by setting and sharing clear expectations and ongoing management of performance (observe, recognize, and coach). Drives profit goals for the service center operation, both through personal engagement with customers and by observing and coaching the representatives on their customer interactions and operational efficiency.Responsible for modeling, teaching, and managing a Customer first cultureManage all activities required to ensure a safe opening and closing process and perform Manager on Duty responsibilitiesMove dynamically in the Service Center to assess and fulfill the needs of the business, Teammates, and Customers, as neededMonitor customer flow, part management, and dispatch productivity through software and take action to ensure technicians and customers are receiving fast and efficient experienceApprove and address missed punches, variances, schedule changes, receive call outs, and communicate regarding follow-up actions.Flexible hours may be required depending on projects and meetings, but most common is 5 day work week, scheduled 8-9 hours Monday - Friday with a rotating Saturday shift. Closed Sundays.Other duties as assignedRequired Education, Experience, and Certifications:2 years management experience in a Service Center, Repair, Operations, or Call Center environment2-3 Years in Retail, Call Center, or Service Center environmentRequired Skills and Competencies:Excellent verbal and written communication skillsDemonstrated ability to learn industry, company, product or technical knowledge and effectively convey that knowledge to othersAdvanced proficiency in Office Suite, specifically Excel, Word, Publisher, and PowerPointExcellent verbal and written communication and organizational skillsAbility to work independently as well as in team environmentWorking knowledge or trainable in service center and retail computer systems Self-motivated, results-oriented, highly organized, and able to manage multiple ongoing projects and tasksFluency in spoken English (or another language as may be required) for communication with customers and other persons sufficiently to be understood and to be able to accurately comprehend responsesBasic math skills, including multiplication, addition, subtraction and division, necessary to verify amounts and costs of repairs and parts and quantities as may be requiredInterpersonal relations skillsAbility to lead and motivate a teamAbility to maintain a high level of professionalism in all situationsAbility to stand and or sit continuously perform essential job functions