CUSTOMER EXPERIENCE MANAGER (CLOSING SHIFT)

The Home Depot - Leeds, NY

Full-time - Mid Level

Leeds, NY

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience Manager (Closing Shift) is responsible for overseeing the customer service operations during the evening hours, ensuring that all customer interactions are handled efficiently and effectively. This role focuses on enhancing customer satisfaction, managing staff, and implementing strategies to improve service quality during the closing shift.

Responsibilities

• Manage the customer service team during the closing shift to ensure high-quality service delivery.
• Resolve customer complaints and issues in a timely and effective manner.
• Monitor and analyze customer feedback to identify areas for improvement.
• Train and develop team members to enhance their customer service skills.
• Implement and maintain customer service policies and procedures.
• Collaborate with other departments to ensure a seamless customer experience.
• Prepare reports on customer service metrics and present findings to management.

Requirements

• Proven experience in a customer service management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze data and make informed decisions.
• Experience in conflict resolution and problem-solving.

Nice-to-haves

• Familiarity with customer relationship management (CRM) software.
• Experience in retail or hospitality industries.
• Knowledge of customer service best practices.

Benefits

• Health insurance coverage.
• Paid time off and holidays.
• Employee discounts on products and services.
• Opportunities for professional development.