Vice President of Customer Experience

At Atrium Home Services we are committed to harnessing the power of data to drive our strategic goals and business growth. We are looking for a talented VP of Customer Experience to join our forward-thinking team. If you are passionate about delivering long-term customer value and enjoy creating an exemplary customer experience, we want to hear from you!

Position Overview:

We are looking for a talented VP of Customer Experience to drive data-driven strategies and initiatives, enable lead conversion efficiency, optimize the post-purchase experience, and enhance customer satisfaction and loyalty. This role is crucial in elevating our customer journey to the next level and driving long-term growth through lead conversion, KPI-focused customer experience measurements, customer engagement technology, and long-term customer satisfaction & loyalty.

This is an on-site position in Grand Rapids Monday-Friday

Key Responsibilities:

Develop and Implement New Initiatives:

• Develop a strategy to implement a customer service center of excellence
• Evaluate leadership and support structure to improve skill and productivity of team members
• Enable 24/7 and surge capacity support schedule to support after hours and peak call handling
• Establish a strong base of CX analytics and systems

Optimize Customer Support Operations:

• Implement data-driven strategies using ServiceTitan CRM and/or phone system technologies to improve efficiency
• Develop and track KPIs to measure and enhance customer experience and identify revenue opportunities

Drive Customer Engagement:

• Leverage Loyalty Program to create long term customer value
• Determine optional execution of promotions and other customer engagement strategies
• Measure NPS/Google Reviews and ensure a high level of customer satisfaction

Lead and Manage the CX Team:

• Oversee a team including Customer Support Agents, Leads, and Training resources.
• Lead, mentor, and grow a high-performing customer success team. Provide direction, support, and foster an environment which promotes individual growth and team performance.

Enhance Post-Purchase Experience:

• Improve use/training resources, assembly process, referral programs, review collection, and product discovery to enhance customer satisfaction and drive loyalty and referrals
• Collaborate with Marketing, Operations and other functions to implement solutions

Customer Feedback Loop:

• Collect, analyze, and act on customer feedback to continuously improve value of products and services. Triage customer satisfaction and lead conversion challenges for improvement.

Continuous Learning:

• Stay up-to-date with industry trends, best practices, and emerging technologies in customer success. Incorporate new evidence-based insights and best-in-class practices to create a competitive advantage.

Qualifications:

• 5 years of experience in customer experience management within a direct-to-consumer (D2C) eCommerce environment, with a proven track record of driving customer engagement and satisfaction.
• Strong background in using data analytics to drive customer experience improvements and revenue growth.
• Proficiency with CRM systems such as Service Titan
• Experience in developing and executing KPI-driven strategies.
• Demonstrated ability to lead and expand omnichannel customer support teams, though the primary focus is on strategic growth rather than day-to-day management.
• Experience working with cross-functional teams and managing projects involving multiple stakeholders. Strong analytical, collaborative, problem-solving, and communication skills.
• Experience with using dashboards and reports to monitor KPIs and drive key performance outcome

Technical Skills:

• Experience with CRM systems with integrated customer engagement/communication tools
• Experience with inbound phone technology and emerging customer interaction technologies

Educational Background: Bachelor’s degree in business, marketing, or commensurate experience in a B2C home services organization

Experience: Minimum of 7 years experience in a call center operation

Location: Live in Michigan and be able to work onsite 5 days per week

Why Atrium?

• Competitive Wages and Bonus opportunities!
• Benefit eligible day one - medical, vision, and dental
• Employer provided $30k life insurance policy
• 401K with a Company Match
• Parental Leave
• Employer Sponsored short- and long-term disability
• Paid holidays, a floating holiday and PTO

About Atrium:

Founded in 2021, Atrium Home Services began its journey with the combination of two longstanding Home Services market leaders in Grand Rapids, Michigan and Cleveland, OH. In a short span of time, Atrium has rapidly expanded its footprint of operations throughout the Midwest to establish our business as a premier home services provider in the region. Today, the Atrium family of companies boasts over 400 dedicated employees throughout Ohio, Michigan, Wisconsin and Illinois. Our team is made up of honest, hard-working professionals committed to driving our continued growth and success.

Don't miss this opportunity to join a winning team! Apply now and start your journey with Atrium Home Services. To learn more, visit our website: https://atriumhomeservices.com.

EEOC statement: Atrium Home Services and its affiliated companies are dedicated equal opportunity employers and prohibit discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against based on such characteristics or any other status protected by the laws or regulations in the locations where we operate.