Experienced Customer Experience Manager – Remote Customer Support

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you'll play a vital role in leading our team of Client Experience Supervisors (CXMs) to ensure seamless execution of store standards across the entire store, including customer care, division availability, and functional cycles. If you're passionate about customer service, leadership, and teamwork, we want to hear from you!

About arenaflex

arenaflex is a leading home improvement retailer with a rich history of innovation and customer satisfaction. We're dedicated to providing our customers with the best possible shopping experience, and we're looking for talented individuals like you to join our team. As a remote customer support team member, you'll have the opportunity to work from the comfort of your own home, while still being an integral part of our customer-focused organization.

Job Summary

We're seeking an experienced Customer Experience Manager to lead our team of CXMs in delivering exceptional customer experiences. As a Customer Experience Manager, you'll be responsible for driving customer satisfaction, mentoring partners, and performing Director On the Job (MOD) obligations. You'll work closely with our Senior Manager and Associate Senior Managers to ensure that our store is running smoothly and that our customers are receiving the best possible service.

Key Responsibilities

*

Customer Experience (25%):

+ Drive customer satisfaction and partner commitment by mentoring partners on customer care procedures and ensuring the team is providing the highest level of customer service. + Resolve customer escalations within the store and through Client Care. + Ensure Division Managers and Floor Deals Partners are prepared for high-volume sales periods. + Monitor customer flow through checkouts and take action to ensure customers are receiving quick, friendly help. + Make a restorative move as required.

Individuals (25%):

+ Provide on-the-spot coaching based on observations and behavior. + Collaborate with Associate Senior Managers (ASMs) regarding formal performance discussions and discipline. + Recognize partners for exhibiting values-based behaviors and efficiency, and use recognition tools (Partner Grants) to feature partners showing value-based behaviors and efficiency. + Contribute to ASMs on partner performance and participate in ability planning every hourly partner. + Help SM and ASMs with partner interviews and recruiting process. + Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and speak with ASMs and SM regarding follow-up activities. + Ensure adherence to work rule arrangements in regards to safety and security as outlined in the Guidelines of Execution. + Hold partners accountable for following all SOPs.

Chief On the Job (50%):

+ Lead store opening shot gathering and walk every division to ensure store preparation. + Communicate messages, needs, and tasks to all partners. + Perform Opening, Closing, and MOD entrusting, as well as other entire store center responsibilities. + Approve daily store needs with ASMs and SMs. + Ensure partners complete all store tasks as per timing assumptions. + Contribute to partners, check issue revision, and deterrent activity is set up. + Ensure partners follow all security and Hazardous materials methods and Wellbeing Matters rules consistently. + Ensure all equipment and machines are working properly. + Survey current and forthcoming events and advertisements to determine whether any action is required, collaborate with proper Office Boss or Partner Head supervisor as required. + Direct Chief/Direct Reports + Reports to Head supervisor + Responsible for direct management of the work activities of others. This may include direct oversight of a shift or the coordination of multiple work groups.

Requirements

* Bachelor's degree

• Ability to stand or walk for long periods or constantly lift, handle, or carry materials or equipment of moderate weight (8-20 pounds)
• Normal working conditions, with occasional exposure to mild physical discomfort from variables like dust, exhaust, or odors, temperature extremes, clearly noise, solid drafts, or bright lights
• Legally authorized to work in the US
• Ability to work an adaptable schedule
• Preferred qualifications:

+ Entire store management + Large box retail experience + Home improvement industry experience

What We Offer

* Competitive hourly rate: $20-$30/hour

• Opportunity to work from home as a remote customer support team member
• Collaborative and dynamic work environment
• Opportunities for career growth and professional development
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off

How to Apply

If you're a motivated and customer-focused individual who is passionate about leadership and teamwork, we want to hear from you! Apply now by clicking the link below: Apply Job! We can't wait to hear from you and discuss how you can join our team as a Customer Experience Manager! Apply for this job