Assistant Customer Experience Manager – Service Center

We are BrandsMart – A leading Consumer Electronics and Appliance Retailer in the Southeast. With retail stores in Florida and Georgia and a growing e-commerce presence, BrandsMart USA has a legacy of offering your favorite brands at the lowest prices. We provide our team members the opportunity to reach their full potential in a high-energy, incentive-based environment with competitive benefits. This is much more than a job – it is a career with purpose.

Assistant Customer Experience Manager – Service Center
Summary: The Assistant Customer Experience Manager will work collaboratively within the Service Center, Field Repair, and Quality Control business to ensure customer and business needs are met with the goal of growth and development of the business.

Duties and Responsibilities:

• The Assistant Customer Experience Manager will work to uphold and oversee execution of standards across the Service Center, primarily focused on Customer Experience, Parts, Dispatching, Billing, and Operational process
• Provides leadership and guidance through training, coaching, and feedback to improve performance and meet objectives
• Assumes ownership of their assigned departments, the Assistant Customer Experience Manager is responsible for achieving targets while prioritizing overall Customer satisfaction. · Complete daily, weekly and/or monthly Service Center reports as assigned in a timely and professional manner. Prepares presentations, 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 culture
• Manage all activities required to ensure a safe opening and closing process and perform Manager on Duty responsibilities
• Monitor customer flow, part management, and dispatch productivity through software and take action to ensure technicians and customers are receiving fast and efficient experience
• Manage Payroll and Scheduling -Approve 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 9 hours Monday – Saturday with a rotating Saturday shift. Closed Sundays.
• Other duties as assigned

Required Education, Experience, and Certifications:

• 2 years management experience in a Service Center, Repair, Operations, or Call Center environment
• 2-3 Years in Retail, Call Center, or Service Center environment

Required Skills and Competencies:

• Excellent verbal and written communication skills
• Demonstrated ability to learn industry, company, product or technical knowledge and effectively convey that knowledge to others
• Advanced proficiency in Office Suite, specifically Excel, Word, Publisher, and PowerPoint
• Excellent verbal and written communication and organizational skills
• Ability to work independently as well as in team environment · Working knowledge or trainable in-service center and retail computer systems
• Fluency in spoken English (or another language as may be required)
• Basic math skills, including multiplication, addition, subtraction and division, necessary to verify amounts and costs of repairs and parts and quantities as may be required
• Interpersonal relations skills
• Ability to lead and motivate a team
• Ability to maintain a high level of professionalism in all situations
• Ability to stand and/or sit continuously perform essential job functions

BrandsMart Total Rewards

Our team members are our greatest asset. As an expression of our appreciation, BrandsMart is proud to offer competitive performance incentives, excellent advancement opportunities, and a distinctive benefits package which includes:

• Employee assistance program
• Employee purchase program with exclusive discounts
• Physical and financial well-being programs
• 401(k) plan with contribution matching
• Paid time off, including vacation days, sick days, and holidays
• Life and disability insurance
• Medical, dental and vision insurance
• Pay on Demand

**Benefits vary based on full- and part-time employment status.

About BrandsMart
At BrandsMart, we sell a wide variety of consumer electronics, home appliances, furniture, and accessories throughout the Southeast United States. Our customers shop at BrandsMart for the same reason you should choose us for the next step in your career – our focus on being a premier retail leader and providing a customer experience that is second to none. If you are looking for a company with passion and a dedication to our customers and team members alike, join us today.

BrandsMart is committed to creating a diverse and inclusive work environment, celebrates our team members’ differences, and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, pregnancy, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, military duty, gender expression, genetic information, or any other protected class. Candidates who require accommodation during the recruitment process should contact hrsupport@aarons.com.
BrandsMart is an Equal Opportunity Employer.

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