Experienced Customer Experience Manager – Remote Customer Support
Join arenaflex, a leading retail company, in shaping the future of customer experience and driving business growth. Are you a customer-centric leader with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments and have a knack for mentoring and guiding teams? Look no further! arenaflex is seeking an experienced Customer Experience Manager to join our remote customer support team.
About arenaflex
arenaflex is a renowned retail company that has been revolutionizing the way people shop and interact with our brand. With a strong commitment to customer satisfaction and employee development, we're constantly pushing the boundaries of innovation and excellence. Our team is comprised of talented individuals who share a common goal: to provide unparalleled customer experiences and drive business growth.
Job Summary
As a Customer Experience Manager, you will be responsible for leading our store initiative and supervisory crew, ensuring the execution of store standards across the entire store, including customer care, division availability, and operational cycles. You will mentor partners, address customer assistance escalations, and perform Director On-the-job (MOD) responsibilities. Your expertise will be essential in driving customer satisfaction, partner engagement, and business growth.
Key Responsibilities
*
Client Experience (25%):
+ Drive customer satisfaction and partner commitment by mentoring partners on appropriate customer care procedures and ensuring the team provides 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 receive quick, friendly assistance. + 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, using acknowledgment tools (Partner Grants). + Contribute to ASMs on partner performance and participate in ability planning for every hourly partner. + Assist SM and ASMs with partner interviews and recruiting processes. + 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 regarding safety and security, as outlined in the Guidelines of Execution. + Hold partners accountable for following all Standard Operating Procedures (SOPs).
Chief On-the-job (50%):
+ Lead store opening shot gatherings 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 safety and Hazardous Materials procedures and Health Matters rules consistently. + Ensure all equipment and machines are functioning properly. + Review current and forthcoming events and advertisements to determine if any action is required, collaborate with the proper Office Manager or Partner Head Supervisor as needed. + Direct Chief/Direct Reports + Reports to Head Manager + 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 material or equipment of moderate weight (8-20 pounds)
- Working conditions: normally situated in an agreeable indoor area, with potential exposure to gentle physical discomfort from variables like dust, exhaust, or odors, temperature extremes, clearly noise, solid drafts, or bright lights
- Standard minimum capabilities:
+ Legally authorized to work in the US + Ability to work an adaptable schedule
- Preferred capabilities:
+ Entire store management + Large box retail experience + Home improvement industry experience
What We Offer
* Competitive salary: $20-$30/hour
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Comprehensive benefits package, including health, dental, and vision insurance
- Generous paid time off and holidays
- Access to cutting-edge technology and tools
- Flexible work arrangements, including remote work options
How to Apply
If you're a motivated and customer-focused leader with a passion for driving business growth, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply Now! Apply for this job