Customer Experience Manager

$45,000 - $52,000/Yr

Bayonet Plumbing - New Port Richey, FL

Full-time - Mid Level

New Port Richey, FL

About the position

The Customer Experience Manager will oversee and enhance customer interactions within the service department, acting as a key liaison between builders, homeowners, and the customer service management team. This role focuses on increasing customer satisfaction and loyalty, managing the customer lifecycle, and ensuring effective communication and resolution of issues. The manager will also implement and improve escalation procedures and monitor various communication channels for service-related concerns.

Responsibilities

• Build and maintain customer experience within the service department.
• Act as a liaison between builders, homeowners, and the customer service management team.
• Proactively increase customer satisfaction and loyalty for all homeowners and builders.
• Cultivate positive and long-term relationships with builder partners.
• Attend on-site and off-site meetings with Senior Level Management.
• Implement, maintain, and improve the company's escalation procedure.
• Monitor letters, emails, messages, social media posts, and online reviews for service department issues.
• Assign homeowner/builder requests to the appropriate team and management level.
• Track requests to completion and update Senior Level Management on their status.

Requirements

• Trade background
• Excellent speaking, listening, and writing skills
• Advanced customer service background with a customer-focused mindset
• Advanced inter-personal skills
• Exceptional problem-solving and conflict resolution abilities
• Ability to multi-task in a fast-paced, high-volume environment
• High level of independence and proactive mentality
• Excellent time management skills
• Detail-oriented with excellent organizational skills

Benefits

• Full benefit package offered