Customer Experience Manager

Customer Experience Manager

Overview:
The Customer Experience Manager will be responsible for building and maintaining customer experience within the service department. This individual will act as a liaison between the builders, homeowners and the customer service management team. The manager will proactively increase customer satisfaction and loyalty for all homeowners and builders – ensuring that all interactions meet customer needs and manage the customer life span. They will cultivate positive and long-term relationships with each builder partner. They will be required to attend on-site and off-site meetings with Senior Level Management.

The Customer Experience Manager will implement, maintain and improve the company’s escalation procedure. They will monitor all letters, emails, messages, social media posts and online reviews for any issues that may arise within the service department. They will ensure every homeowner/builder request will be assigned to the appropriate team and at the proper level of management when needed. Each request will be tracked to completion by the Manager, and they will be responsible for updating Senior Level Management on the status of individual requests.

Skills & Experience Required:
Trade Background
Excellent speaking, listening, and writing skills
Advanced customer service background with a customer focused mindset
Advanced inter-personal skills
Exceptional problem solving and conflict resolution abilities
Ability to multi-task and function in a fast-paced, high volume environment
High level of independence and proactive mentality
Excellent time management skills including the ability to simultaneously manage multiple escalations and be able to prioritize work accordingly
Detail oriented with excellent organizational skills
 

Full time salary position $45,000-$52,000 annually
In house only – no remote
Full benefit package offered