Customer Experience Manager

Job Description

Customer Experience Manager / Lynnwood Location

Full-Time

Salary DOE

Benefits

Our Company:

Rich’s for the Home has been the leading specialty retailer for lifestyle and home goods in the Greater Seattle Area since 1979. With five locations in the Puget Sound Region, we provide our customers with the highest quality products at fair prices, and our employees with the tools to achieve and excel in their field. We’re currently expanding our employee family at Rich’s and are looking for qualified Customer Experience Manager with a proven track record of success.

The Position:

Rich's ideal Customer Experience Manager is an energetic and a self-motivated proven leader. Because work ethic and drive determine growth, it is also vital that a candidate for a Customer Experience Manager be enthusiastic and determined. Rich’s service department associates are high-energy, customer-oriented and professionally designed to satisfy customers of all types. A Rich's Customer Experience Manager must be articulate, confident, and able to handle adversity on multiple levels. Self-starters will thrive in this environment as the only limits on achievement here are those you set for yourself. At Rich's, we carry premium products, so customers should expect premium service and an elite experience throughout every transaction.

Job Duties:

As the Customer Experience Manager, you are responsible for leading your team of Customer Service Managers and Associates through continuous training and coaching with the number 1 goal of growing sales.

Oversee and be involved in all areas of Customer Service, Scheduling and Problem Solving while monitoring the staffs level to create the most positive experience for each and every customer.

Design and Improve the Customer Experience through understanding each customer and their specific needs in our industry.

Responsible for setting a clear vision of the process making it transparent for both the customer and Customer Service team.

Responsible for overseeing and handling each and every service related issue while building strong relationships with customers.

Increase customer satisfaction, loyalty and advocacy through follow up, online reviews and customer feedback.

Drive customer retention, reduce churn and increase customer satisfaction.

Guide the Customer Service team in effective client issue resolution and handle any escalations.

Test new strategies for driving customer value.

Recruitment is so vital to the growth of our company. With your past relationships were excited to see how you can help Rich's recruit! Actively be involved in recruitment, hiring and potential termination.

Responsible for holding all employees accountable for their actions and performance.

Other duties as deemed appropriate.

Rich’s Professionalism in Management:

Rich's Customer Experience Managers are expected to maintain a high level of professionalism in the following areas:

1. Integrity

A Rich's Customer Experience Manager should be honest and above board in word and deed. He or she should always do what is best for the company, and never seek personal gain at its expense. If a situation arises that could be perceived as a conflict of interest, it should be brought to the attention of a higher level for approval prior to it being done.

2. Personal Character

A Rich's Customer Experience Manager needs to exhibit high personal character in word and deed. He or she should demonstrate respect for each employee regardless of sex, race or religion. No sexist, racist, derogatory remarks, profanity, or inappropriate behavior by managers will be tolerated.

3. High Work Ethic

A Rich's Customer Experience Manager needs to lead by example, demonstrating the highest work ethic possible. This means that a Store Manager needs to utilize his or her time wisely and efficiently for the good of the company. This example will help employees realize the importance of being diligent in their work ethic. Employees will only rise to the level demonstrated by management.

4. Respect for Authority

A Rich's Customer Experience Manager needs to respect his or her boss, as well as others in authority. That respect should be reflected in his or her attitude, comments and performance.

5. Team Building

A Rich's Customer Experience Manager should always seek to build team, recognizing that we all perform better as a team than we do as independent workers. However, for a team to work in unison, it needs strong leadership. A professional manager provides such leadership.

6. Respect for Other Employees

A Rich's Customer Experience Manager needs to value and respect each employee, whether or not they work in his or her department. This includes, salespeople, service and accounting people, warehouse personnel as well as other employees. Each of us are part of the Rich’s family, and need to treat one another with respect and dignity.

7. Put the Customer First

A Rich's Customer Experience Manager needs to always seek customer satisfaction, even if it requires extra effort on his or her part. We must always treat the customer as if they are the boss!

Additional Compensation:

• Bonuses
• Store Discounts
• Other forms

Benefit Conditions:

• Waiting period may apply

Schedule:

• Monday to Friday
• Weekends required
• Holidays required
• Day shift
• Overtime
• 8 hour shift

This Job Is:

• Open to applicants who do not have a college diploma

Work Remotely

• No

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer Service: 5 years (Required)

Application Question:

• What are you passionate about?

Work Location: In person

Salary : $60,000 - $70,000