Experienced Customer Experience Manager – Remote Customer Support
Are you a customer-centric leader with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark's dynamic team as a Customer Experience Manager, where you'll play a pivotal role in shaping the customer experience across our stores.
About blithequark
blithequark is a leading home improvement retailer, dedicated to empowering customers to achieve their dreams through innovative products, exceptional service, and a commitment to community. Our mission is to provide a seamless shopping experience that exceeds customer expectations, and we're seeking a talented Customer Experience Manager to join our team.
Job Summary
As a Customer Experience Manager, you'll be responsible for overseeing the execution of store standards across the entire store, including customer service, department availability, and operational cycles. You'll work closely with store teams to ensure a safe and efficient opening and closing process, mentor partners, address customer service escalations, and perform Director On-the-Job (MOD) responsibilities. Your expertise will be essential in driving customer satisfaction, partner engagement, and operational excellence.
Key Responsibilities
*
Customer Experience (25%):
+ Drive customer satisfaction and partner commitment by mentoring partners on best practices and ensuring the team provides exceptional customer service. + Resolve customer escalations within the store and through customer care. + Ensure Division Managers and Floor Deals Partners are prepared for high-volume sales periods. + Monitor customer flow through checkouts and take action to ensure customers receive quick, friendly assistance. + Make adjustments as needed to maintain a high level of customer satisfaction.
Partner Development (25%):
+ Provide on-the-spot coaching based on observations and behavior. + Collaborate with Associate Senior Managers (ASMs) on formal performance discussions and discipline. + Recognize partners for demonstrating values-based behaviors and efficiency, using partner recognition tools (Partner Grants). + Contribute to ASMs on partner performance and participate in ability planning for every hourly partner. + Assist SM and ASMs with partner interviews and recruiting process. + Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and speak with ASMs and SMs regarding follow-up activities.
Store Operations (50%):
+ Lead the store opening shot gathering and walk every division to ensure store preparation. + Communicate messages, needs, and tasks to all partners. + Perform Opening, Closing, and MOD responsibilities, as well as other entire store center duties. + Approve daily store needs with ASMs and SMs. + Ensure partners complete all store tasks as per timing assumptions. + Contribute to partners, check issue revision, and deterrent activity is set up. + Ensure partners follow all safety and Hazardous Materials procedures and Health Matters rules consistently. + Ensure all equipment and machines are functioning properly. + Review current and upcoming events and advertisements to determine if any action is required, collaborate with the proper Office Manager or Partner Head Supervisor as needed.
Requirements
* Bachelor's degree
- Ability to work an adaptable schedule
- Standard least capabilities:
+ Legally allowed to work in the US + Capacity to work an adaptable timetable
- Preferred capabilities:
+ Entire store management + Large box retail experience + Home improvement industry experience
Work Environment
* Normally situated in an agreeable indoor region
- May be exposed to gentle physical distress from variables like dust, exhaust, or scents, temperature limits, clearly noise, solid drafts, or bright lights
- May require standing or walking for extended periods or lifting, handling, or carrying material or equipment of moderate weight (8-20 pounds)
Compensation and Benefits
* Competitive hourly rate: $20-$30/hour
- Comprehensive benefits package, including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Opportunities for career growth and professional development
How to Apply
If you're a motivated and customer-focused leader with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website: Apply Job!
Join our team at blithequark and help us shape the future of home improvement retail!
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