Irwin Seating Company - Grand Rapids, MI

posted about 1 month ago

Full-time - Mid Level
Grand Rapids, MI
Specialty Trade Contractors

About the position

The Customer Experience Manager at Irwin Seating Company is responsible for leading a team of Customer Relations Specialists to deliver exceptional service to high-value clients, including prestigious sports venues and multi-million-dollar accounts. This role emphasizes professionalism, responsiveness, and personalized care in every client interaction, ensuring a high standard of service excellence.

Responsibilities

  • Manage, coach, and develop a team of Customer Relations Specialists to deliver outstanding customer experiences.
  • Set clear performance expectations, provide regular feedback, and conduct performance evaluations.
  • Foster a positive team environment that encourages collaboration and a customer-first mindset.
  • Oversee daily operations of the customer relations team, ensuring timely and effective communication with clients.
  • Serve as an escalation point for complex client issues, ensuring swift resolution and client satisfaction.
  • Build and maintain strong relationships with key clients, understanding their unique needs.
  • Develop and implement strategies to enhance the customer experience, focusing on quality and efficiency.
  • Monitor and analyze customer feedback and metrics to identify trends and areas for improvement.
  • Collaborate with internal teams to ensure seamless service delivery and resolve client experience issues.
  • Continuously evaluate and refine customer service processes to improve efficiency and response times.
  • Lead initiatives to implement new tools and technologies to elevate team performance.
  • Prepare and present regular reports on team performance and client satisfaction.

Requirements

  • Bachelor's degree in Business, Marketing, Communications, or a related field; or equivalent experience.
  • Proven experience in customer service management, focusing on high-profile clients and white-glove service.
  • Strong leadership and team management skills with a track record of developing a team.
  • Excellent communication and interpersonal skills to build strong relationships with clients.
  • Ability to handle high-pressure situations with poise and professionalism.
  • Experience with CRM systems (Sales Force) and customer service technologies.
  • Strong analytical and problem-solving skills to use data for decision-making.
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