Customer Experience Manager

POSITION SUMMARY: The Customer Experience Manager will oversee a team of field Vehicle Processing Center (VPC) Ambassador representatives as well as headquarter support staff, ensuring they effectively provide a high level of hospitality that will lead to an excellent customer experience at the site locations for which they are assigned. The Customer Experience Manager will address customer inquiries, resolve complaints, and provide high-quality support by setting goals, monitoring performance, and coaching team members to maintain customer satisfaction and achieve company objectives. Key responsibilities include handling escalated issues, identifying areas for improvement, and implementing strategies to enhance the overall customer experience.

REASONABLE ACCOMMODATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS: The Customer Experience Manager will lead and execute the vision to improve the overall customer experience throughout the organization. This person will build strong relationships with internal and external customers while also acting as a liaison between the external customer, the corporate office and field managers.

· The Customer Experience Manager will be a key contributer in designing and implementing customer service training programs for the organization.

· The Customer Experience Manger will analyze and develop action plans with other departments when reviewing customer service metrics for locations that are not meeting our internal metric goals.

· The Customer Experience Manager will have field ambassadors as direct reports and will ensure that the Customer Experience at field locations is executed according to the organization’s strategic goals.

· Managing employee and customer relations: The Customer Experience Manager will build a positive rapport with the site ambassadors, local site management, as well as any customers they have interaction with.

· Handling administrative tasks: The Customer Experience Manager will handle administrative tasks, such as monitoring customer survey data on a daily basis as well as conducting performace evaluations for direct reports.

· Resolving issues: The Customer Experience Manager will work with Ambassadors to address guest concerns, complaints, and special requests and find resources to resolve their issues.

· Other duties as assigned by Management.

· 50% travel may be required to visit site locations.

POSITION QUALIFICATIONS AND REQUIREMENTS:

· Customer-centric attitude: The Customer Experience Manager will need to always view the situation from the Customers perspective so that they can understand the experience in order to look for solutions to improve the overall customer experience.

· Excellent Communication skills: The Customer Experience Manager needs to be an excellent communicator that can help customers through the stress of completing the shipment on their vehicle successfully. The customer experience manager must be clear and persuasive, always using the proper tone when dealing with internal customers, external customers, and direct reports.

· Problem-solving skills: The Customer Experience Manager must be comfortable handling customers who have had a bad experience. They must have the skillset to figure out what’s wrong, find helpful solutions and look for ways to prevent the same issues from occuring in future situations.

· Organizational skills: The Customer Experience Manager will be pulled in many different directions on any given day. This person must be able to focus on the right things and direct attention to the most critical problems first.

· Motivational skills: The Customer Experience Manager should be able to step up and find ways to lift spirits when team morale is low.

· Patience: The Customer Experience Manager will be handling difficult customers as well as supervising field representatives. Remaining calm and objective in all situations is a must-have skill.

· Empathy: The Customer Experience Manager needs to be able to understand and share the feelings of customers even if they are experiencing anxiety and stress.

· Flexibility: The Customer Experience Manager needs to be flexible and able to handle a variety of duties.

· Professionalism: Customer Experience Manager needs to be professional at all times and also help the customer to find solutions to complex problems.

· Prior customer service hospitality management experience: The preferred candidate will have 3 to 5 years prior customer service hospitality management experience in a similar capacity.

· Prior military or DOD experience: The ideal candidate will have 3 to 5 years prior military experience, but it is not required.

· Must be able to work in a drug-free environment

PHYSICAL REQUIREMENTS:

· Must be able to work under stress and meet critical deadlines

WORKING CONDITIONS

· Work performed in pleasant, open office environment. Dress is business casual

The company has reviewed this job description to ensure that essential functions and basic duties have been included. Job Descriptions are not all inclusive. Assignments may vary to ensure the efficiency of the business It is intended to provide guidelines for job expectations and the employee’s ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by managers as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

IAL, LLC is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion; national origin, sex, sexual orientation, gender identity and/or expression; age, disability, genetic information, citizenship status, military service obligations or any other category protected by applicable federal, state or local law.

Job Type: Full-time

Pay: From $68,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person

Salary : $68,000