Customer Experience Manager

$47,000 - $64,500/Yr

The Home Depot - Freeport, NY

posted about 1 month ago

Full-time - Entry Level
Freeport, NY
Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience Manager (CXM) is a key member of the store leadership team at Home Depot, responsible for overseeing the execution of store standards, enhancing customer service, and ensuring operational processes are followed. The CXM plays a crucial role in coaching associates, managing customer service escalations, and performing Manager on Duty (MOD) responsibilities. This position requires effective communication of priorities, ensuring daily tasks are completed, and maintaining a safe and efficient store environment.

Responsibilities

  • Drive customer service and associate engagement; coach associates on proper customer service techniques.
  • Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve.
  • Ensure customer concerns are solved effectively and take necessary actions to resolve situations promptly.
  • Provide in-the-moment coaching based on observations and behavior.
  • Partner with Assistant Store Managers regarding formal performance conversations and discipline.
  • Recognize associates for demonstrating expectations and use recognition tools to highlight values-based behaviors.
  • Ensure associates have completed training requirements of their position and give input on associate performance.
  • Ensure associates follow all safety and hazmat procedures and complete specified safety training courses.
  • Lead store kickoff meetings and walk each department to ensure store readiness.

Requirements

  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States.
  • Completion of a high school diploma and/or GED.
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