Customer Experience Manager

Job Details

Job Location

Pompano Beach Main Building - POMPANO BEACH, FL

Description

ABOUT THE SHADE STORE

At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation.

WHY WORK AT THE SHADE STORE

We set out to create a company culture that is enjoyable, rewarding, and where there is continuous upward mobility and growth opportunity. If you work hard, give the company your all, use good judgment, and have a positive attitude then the sky is the limit. In return, there are numerous perks and benefits including:

• Competitive compensation
• Comprehensive Medical, Dental and Vision benefits
• Generous Paid Time Off inclusive of holidays and flexible floating holidays
• 401k retirement plan with company matching
  
  

THE POSITION: Customer Experience Manager

As The Shade Store continues to rapidly expand our national footprint, we are seeking a Customer Experience Manager. You will play a key role in helping deliver a concierge client experience. In this role, you will be managing multiple client projects at a time, while interacting directly with the clients throughout the customer's journey.

Please note that this role will be 5 days/week in our Pompano Beach, FL location.

REQUIRED AVAILABILITY: Flexibility Monday- Saturday

• Shifts Available: 9am-6pm, 10am-7pm, 11-8pm, 12pm- 9 pm
  
  

RESPONSIBILITIES:

• Have the desire to be a part of a customer obsessed culture and team
• Have natural technical curiosity and eagerness to figure out complex problems
• Deliver an end-to-end exceptional high-end luxury customer experience
• Have the ability to multi-task and review all communication channels proactively throughout the day
• Handle high priority customer calls, emails, and chats
• Respond to customer questions and comments via phone, email, and live chat with speed and professionalism
• Answer inbound telephone calls and be able to troubleshoot live
• Responsible for researching and resolving issues to promote lasting customer relationships
• Follow up on all written correspondence both internally and externally
• Collaborate and follow up with other departments to problem solve
• Able to navigate proficiently through multiple systems
• Bring great ideas and collaborate effectively
• Want to be a part of creating really great experiences and have fun doing so
  
  

WHAT WE ARE LOOKING FOR:

• 2+ years in customer service related or retail environment
• Bachelor’s Degree, a plus not required
• 1+ year team leadership experience
• Experience with Microsoft Word and Excel
• Type 50+ words per minute
• High knowledge of computer systems and navigation
• Passion for partnering with people and working in teams
• Strong feedback culture
• Luxury mindset and customer centricity
• Elevated verbal and written communication skills
• Works well during moments of intensity
• Knowledge of creating luxury experiences
• Willingness to work overtime when needed
• Schedule flexibility as shifts can change based on needs of our customers
• Agility, going where the energy is needed
• Inner sales drive - an understanding of the bigger picture and a hunger to support driving revenue
• Influencing teams to be customer obsessed
• Passion for evolving the role
  
  

THE SHADE STORE offer is contingent upon:

• Proof of legal authorization to work in the United States for The Shade Store, which will be confirmed by E-Verify within three business days of your hire date
  
  

The Shade Store provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.