Customer Experience Manager/Project Scheduler

$60,000 - $75,000/Yr

Strobert Tree Services - Wilmington, DE

Full-time - Mid Level

Wilmington, DE

Administrative and Support Services

About the position

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.

Responsibilities

• Schedule daily work for all crews ensuring production levels are met each day while meeting customer expectations.
• Schedule all primary and secondary jobs and tag appropriately within the CRM, providing customer confirmations for all scheduled projects/jobs.
• Manage any absences within crews and re-arrange schedules accordingly.
• Log daily sheets for each crew with crew members, financial and production goals for the day, special equipment needs, etc., and update the log accordingly throughout the day and sent to Management.
• Conduct initial contact with the customer to provide centralized contact information and project expectations to verify project scope and ensure alignment.
• Answer and problem solve for all inbound calls from customers, tree crew members, sales team and project support and mechanical shop.
• Work effectively with foremen and crews and ensure all special equipment is scheduled appropriately for each day.
• Manage outbound tasks and make outbound calls to customers, tree crew members, and sales teams to provide updates or gather project information.
• Build effective relationships with others by organizing information, sharing information with coworkers and leaders, and seeking performance feedback.
• Maintain equipment logs to know which equipment is out of service.
• Consistently delight the client and meet or exceed all KPIs as assigned.
• Collaborate with internal departments to establish work schedules and plans that allocate available resources to best serve the external customer needs.
• Submit accurate and thorough documentation of all interactions related to the customer project in appropriate technology tools.
• Assist in post-sales support with sales activities, contacting customers, and identifying purchasing trends.
• Respond to complaints from customers and give post-sales and scheduling support when requested.
• Create and implement strategies to enhance customer satisfaction, loyalty, and the referral business.
• Maintain positive customer, employee and public relations for the business.
• Support operational, sales and financial processes as well as maintaining oversight in the areas of accounts receivable and billing functions.
• Provide general office support which includes preparing and maintaining office spaces.
• Provide administrative and ad-hoc project support to members of the leadership team as needed, inclusive of meeting management, mail, business and vendor support applications (phone systems, copiers, etc.).
• Provide general office staff support e.g., business cards, stationery & supplies and restocking.
• Work closely with the manager and HR function on developing and implementing office policies and processes, in support of the desired Strobert Tree culture and work environment.
• Maintain strong professional relationships and provide support to internal and external clients.
• Support the Business Development Director with enhancing the client experience and creating new processes for the team.
• Drive results by consistently achieving goals and completing tasks/activities on time.
• Assist in the preparation and organizing of sales promotional material or events.

Requirements

• Minimum of a Bachelor's degree or equivalent years experience.
• 1-3 years experience managing production, scheduling or routing logistics in a construction or similar service-based industry.
• Minimum of 5 years of customer service, scheduling and office management experience.
• Proficient using the latest versions of Microsoft Word, Excel, PowerPoint, Access, and mail merges; email and web searches.
• Excellent communication skills, including writing, proofreading, and speaking.
• Ability to manage multiple projects and work on a variety of tasks while keeping the external and internal client experience at the forefront of all decisions.
• Excellent interpersonal skills both in person and by phone, with high professionalism.
• Strong organizational and customer experience skills.
• Ability to work evenings and weekends as needed.

Nice-to-haves

• Customer service: 5 years (Preferred)
• Project scheduling: 2 years (Preferred)

Benefits

• 401(k)
• Health insurance
• Paid time off