Customer Experience Manager

Customer Experience Manager - CXM

The Customer Experience Manager’s main focus is to lead Strobert in all efforts to increase the external and internal customer experience. The CXM will facilitate end-to-end workflow management of client projects and is responsible for tracking progress, documenting all interactions, addressing issues, and communicating with customers promptly to keep the customer project moving forward. The CXM will manage customer AR and internal office needs. The CXM will collaborate directly with external customers and internal customers, e.g., crew foreman, managers and shop managers, as well as administrative staff to deliver the desired customer experience in all aspects of the business.

The Customer Experience Manager reports directly to the CFO.

Responsibilities

External Customer Experience

· Consistently DELIGHTING THE CLIENT.

· Meeting or exceeding all KPIs as assigned.

· Answer inbound calls from customers, tree crew members, sales team and project support and mechanical shop to support the external customer experience and manage customer expectations.

· Collaborates with internal departments to establish work schedules and plans that allocate available resources to best serve the external customer needs.

· Conduct initial contact with the customer to provide centralized contact information, lead scheduling for sales team and manage project expectations with sales and the client to verify project scope and ensure alignment on all sides.

· Ensure projects are scheduled within the CRM and provide confirmation to the customer.

· Work with the scheduling team and provide backup support for scheduling when needed to ensure the client experience is positive and no client calls go to voicemail during normal operating hours.

· Submit accurate and thorough documentation of all interactions related to the customer project in appropriate technology tools.

· Actively listening to customers to deliver an excellent customer experience and promote team collaboration at every touchpoint.

· Assist in post-sales support with sales activities, contacting customers, and identifying purchasing trends.

· Respond to complaints from customers and give post-sales and scheduling support when requested.

· Manage customer Accounts Receivable, ensuring timely payments and recording payments as they are received.

· Creating and implementing strategies to enhance customer satisfaction, loyalty, and the referral business.

· Maintaining positive customer, employee and public relations for the business.

Internal Customer Experience

· Supporting operational, sales and financial processes as well as maintaining oversight in the areas of accounts receivable and billing functions.

· Supporting scheduling team and crews as needed with scheduling.

· Provide general office support which includes preparing and maintaining office spaces.

· Provide administrative and ad-hoc project support to members of the leadership team as needed, inclusive of meeting management, mail, business and vendor support applications (phone systems, copiers, etc.).

· Provide general office staff support e.g., business cards, stationery & supplies and restocking.

· Work closely with the manager and HR function on developing and implementing office policies and processes, in support of the desired Strobert Tree culture and work environment.

Leadership

· Direct reports include Customer Experience Representatives and Assistant Scheduler roles.

· Maintain strong professional relationships and provide support to internal and external clients. The ability to clearly communicate at all levels is key for success, with the external customer as well as internally.

· Support the Business Development Director with enhancing the client experience and creating new processes for the team.

· Drive results by consistently achieving goals and completing tasks/activities on time.

· Build effective relationships with others by organizing information, sharing information with coworkers and leaders, and seeking performance feedback.

· Assist in the preparation and organizing of sales promotional material or events.

· Within the first 6 months of employment, requirement to obtain a DE Notary license.

Qualifications

· Minimum of a Bachelor's degree or equivalent years’ experience.

· Minimum of 5 years of customer service, scheduling and office management experience.

· Proficient using the latest versions of Microsoft Word, Excel, PowerPoint, Access, and mail merges; email and web searches.

· Excellent communication skills, including writing, proofreading, and speaking.

· Ability to manage multiple projects and work on a variety of tasks while keeping the external and internal client experience at the forefront of all decisions.

· Excellent interpersonal skills both in person and by phone, with high professionalism.

· Strong organizational and customer experience skills.

· Ability to work evenings and weekends as needed.

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

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

Shift:

• 8 hour shift

Application Question(s):

• What are your salary expectations?

Experience:

• Customer service: 5 years (Required)

Ability to Commute:

• Wilmington, DE 19803 (Required)

Work Location: In person

Salary : $60,000 - $75,000