Mgr, Customer Experience

Working with us takes a certain kind of person; we want someone who identifies with our values and is willing to challenge themselves both personally and professionally. We seek employees who are passionate about serving and making a difference in the lives of others. 

Make more than a Living, Make a Difference

 Our Benefits: 

• Low-Cost Medical, Dental and Vision Insurance
• 19 days of Paid Time Off the first year
• 11 paid holidays
• Retirement savings plan with employer match up to 5%
• Flexible spending accounts
• Paid short-term and voluntary long-term disability
• Group Term Life and AD&D Insurance
• Voluntary term life insurance

Position Concept

The Manager of Customer Experience tracks all points of customer engagement, addresses customer queries, and identifies ways to improve our customer services. They will manage the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.

Essential Functions

• Directs activities to research best practices, establish metrics, and collect and analyze customer data and feedback.
• Supervise, train, and assist staff in customer service, center maintenance and program promotions.
• Establish and maintain a positive staff culture, with focus on performance management, education, and constant improvement of the customer experience.
• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Maintain a team-wide focus on outfitting every customer so that they can have the best possible experience during and after the visit.
• Lead staff communication efforts, including staff meetings and daily huddles, to ensure that staff and leadership are aware of new initiatives, success stories, upcoming events, training programs, etc.
• Aligning customer experience strategies with outreach initiatives, as well as finding creative ways of informing customers about new program offerings.
• Identifying customer needs and taking proactive steps to maintain positive experiences across typical and non-typical career seekers.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Communicate regularly and collaborate with Site Administrator and other unit Manager/Directors.
• Analyzing customer feedback on programs and new initiatives, as well as preparing reports.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Other duties as required and directed by the Site Administrator.

Other Duties Include, But Not Limited To

• Report any acts, incidents or conditions that reflect the possibility of inappropriate participant-to-participant or staff-to-participant relationships.
• Report any use of physical force and all unusual incidents per Eckerd policy and state guidelines.
• Participate in professional development to ensure continuous process improvement and best practices.

Position Specifications

Education:   Bachelor’s Degree required, from an accredited college or university in marketing, communications, advertising, business management, or in a related field.

Experience:  At least 5 years as a customer experience specialist, or a similar customer support role required.  1 years of supervisory experience is required. 

Knowledge/Skills/Abilities:  Extensive experience in gathering and interpreting customer experience information.   Solid knowledge of online customer engagement platforms and channels.  Demonstrated proficient in using Microsoft Office applications   Ability to maintain a leadership role with excellent verbal and written communication skills.  Exceptional interpersonal skills and a client-centered approach. Great organizational and time management abilities. Superb communication, collaboration, and problem-solving skills.

Other:  Must meet state criminal background check requirements.

Travel:  Must be able to meet requirements for Eckerd Connects' Auto. Must be able to drive for business purposes and meet Eckerd’s driving requirements, local regional travel is 10% to 20% of the job.

Physical Demands:  Ability to sit at desk for long periods of time and tolerate extended periods of data entry.  The environment is an open office/classroom type facility that is reasonably clean and comfortable.  The incumbent is in a non-confined setting in which he/she is free to move about.  The position requires that the incumbent spend time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching. Must be free of communicable diseases as required by the state and to the extent that knowledge is attainable under the law.

*This job description is intended to describe the general nature and level of work being performed by a person assigned to this job. It is not to be construed as an exhaustive list of all job duties that may be performed by a person so classified.

About Our Workforce Programs:

Eckerd Connects provides Workforce Innovation and Opportunity Act (WIOA) services through contracts with the U.S. Department of Labor and local workforce boards, partnerships, and strategies to provide and create a career pathway for youth, adults, and dislocated workers.  Training services include occupational skills training, customized training, on-the-job training, incumbent worker training, and transitional employment opportunities.  We provide youth with development, academic instruction, career & technical education, and access to the 14 WIOA Youth Elements. We establish and develop relationships and networks with large and small employers and their intermediaries as well as develop, convene, or implement industry or sector partnerships.

Our Program Location:

Eckerd Connects | Workforce Development 

3901 Market Street, 2nd Floor | Philadelphia, PA 19104

Connect with Us Video: https://www.youtube.com/watch?v=H0Qtn-KpLpc&t=2s 

Copy & paste the link into your browser for more program information: https://eckerd.org/jobs-training/workforce-development/

Eckerd Youth Alternatives, Inc. ("Eckerd Connects") considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, disability, or status as a protected veteran.  

Eckerd Connects is a drug-free workplace and utilizes E-verify to confirm employment eligibility.

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