Strobert Tree Services - Wilmington, DE
posted 3 months ago
The Customer Experience Manager (CXM) at Strobert is tasked with leading initiatives to enhance both external and internal customer experiences. This role is pivotal in managing the end-to-end workflow of client projects, ensuring that all interactions are documented, issues are addressed promptly, and communication with customers is maintained to facilitate project progress. The CXM will work closely with both external customers and internal teams, including crew foremen, managers, and administrative staff, to ensure that the desired customer experience is delivered consistently across all business aspects. Excellent communication, problem-solving, and multi-tasking abilities are essential for success in this role. In this position, the CXM will oversee customer accounts receivable and internal office needs, collaborating directly with various stakeholders to meet customer expectations. The role involves scheduling daily work for crews, managing project timelines, and ensuring that production levels are met while maintaining high customer satisfaction. The CXM will also be responsible for logging daily crew activities, managing equipment needs, and conducting initial customer contacts to clarify project scopes and expectations. This position requires a proactive approach to problem-solving and the ability to build effective relationships with both internal and external clients. The CXM will play a crucial role in enhancing the external customer experience by consistently exceeding key performance indicators (KPIs) and actively listening to customer feedback. This includes managing customer accounts receivable, ensuring timely payments, and implementing strategies to boost customer satisfaction and loyalty. Internally, the CXM will support operational processes, provide general office support, and assist leadership with various administrative tasks. The role also involves leading a team of Customer Experience Representatives, fostering a positive work environment, and driving results through effective communication and collaboration.