Customer Experience Manager

$60,000 - $60,000/Yr

Igt Glass Hardware - Miami Lakes, FL

Full-time - Mid Level

Miami Lakes, FL

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience Manager at IGT Glass Hardware is responsible for leading a team focused on delivering exceptional customer service and driving sales performance. This role involves mentoring team members, setting performance goals, and enhancing the overall customer journey through effective communication and collaboration across departments. The manager will also analyze customer feedback and implement strategies to improve satisfaction and loyalty, while acting as the escalation point for complex issues.

Responsibilities

• Oversee a team dedicated to delivering exceptional customer service.
• Provide accurate information and resolve customer inquiries using product expertise.
• Ensure clear, professional, and timely communication, particularly through email.
• Drive sales performance through upselling and customer engagement.
• Mentor team members and set performance goals.
• Foster cross-department collaboration to enhance the customer journey.
• Analyze customer feedback and optimize processes to improve satisfaction and loyalty.
• Act as the escalation point for complex customer issues.

Requirements

• Proven experience in customer service, sales, or a related field.
• Minimum of 3 years in a leadership role.
• Bachelor's degree in Business Administration or a related field preferred.
• Strong product knowledge or ability to quickly learn technical product details.
• Exceptional communication skills with a focus on email etiquette.
• Demonstrated ability to lead and motivate a team.
• Experience in setting and achieving performance goals.
• Detail-oriented mindset with strong organizational and problem-solving skills.
• Proficiency in CRM systems, customer service software, and Google Suite.
• Goal-driven and able to work in a fast-paced, results-oriented environment.
• Ability to collaborate effectively across departments.
• Bilingual proficiency in English and Spanish is required.

Benefits

• Vibrant work culture that encourages creativity and innovation.
• Opportunities for career advancement and lifelong learning.
• Commitment to diversity and inclusivity in the workplace.