Customer Experience Manager

Job Title:

Customer Experience Manager

Position Reports to:

Brad Fulkerson

Status (Full Part Temp):

Fulltime

Schedule/Hours Expectation:

8a5p MF 45 Hours

Location:

Irving TX

Position Summary

Christensen Arms is seeking an exemplary Customer Service Manager to coach and oversee our Customer Service Specialists to deliver exceptional customer service. The Customer Service Manager will build a strong team and shape staff behaviors to accomplish desired results. The ideal candidate will play a collaborative role in growing and implementing standards and processes.

In the event a customer should contact our support team via phone email chat social media or in other ways we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them on every interaction with Christensen Arms.

What makes you great for this role

• Playercoach mentality a leader who leads by example and can also get into the details to support the team.
• Exceptional interpersonal written and oral communication skills both with customers and leadership team.
• Analytic datadriven and rational approach to decision making and optimization. Experience delivering on KPIs.
• Able to work with operations comfortable learning new tools and technology.
• Strong problemsolving skills.
• Team player with the desire passion and motivation to provide the best experience to our customers.
• 35 years of multichannel contact center management experience (Customer Service strongly preferred)
• Firearms knowledge and industry experience
• Proficiency in Microsoft Office and ticketing platforms such as Zendesk or similar
• Bonus points for experience with ZenDesk and having an Ecommerce background
• Thinking outside the box to find innovative solutions and exceed customer expectations.
• Clear concise and effective communication ensuring the customer understands and feels heard.
• Possessing the knowledge and skills to effectively address customer issues and provide solutions.
• Treating customers with respect politeness and a positive attitude.

Job Duties & Responsibilities

• Act as a role model for all team members by always employing superior customer service and salesmanship skills and ensuring the team does the same.
• Manage a team of 5 (and growing) Customer Service Specialists (CSSs) at varying skill levels in two locations
• Supervise CSSs answering calls and emails from customers seeking assistance with postorder issues such as returns replacements refunds delivery status backorder inquiries and any other issues that may arise in the order fulfillment process
• Provide extensive coaching and counseling to assist CSSs in meeting customer satisfaction resolution targets exceed customer expectations build customer loyalty and take advantage of sales opportunities
• Conduct sidebyside observations and quality assurance (call monitoring) reviews
• Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
• Analyze trends based on historical data to close performance gaps
• Establish collect and report on individual and team metrics with clear expectations and accountabilities.
• Turn customer insights into opportunities for improvements in the customer service experience.
• Evaluate workflows and systems to boost efficiency and increase customer satisfaction.
• Respond in a professional and courteous manner to escalated customer service inquiries requests or complaints to reach an effective resolution.
• Act as a conduit between the customer and Christensen Arms.
• Take ownership of customers issues and follow problems through to resolution

Application Requirements

• Complete online application (including full work history references etc.
• Resume and cover letter
• Relevant pay expectation
• Work schedule match