ExperiGreen
Customer Experience Manager
Charlotte, NC
Sponsorship not specifiedDetected 19 hours ago
CRMAccount ManagementNegotiationCustomer SupportLeadershipCommunicationProblem SolvingMicrosoft Office
About the role
- Strong emphasis on leadership and data-driven decision-making, addressing escalated customer issues and working closely with other managers to enhance overall customer satisfaction and service efficiency.
Responsibilities
- Lead and mentor customer service and retention teams, fostering a culture of service excellence and continuous improvement.
- Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
- Collaborate cross-functionally with sales, operations, and marketing teams to ensure a seamless customer journey.
- Create and refine processes for handling customer inquiries, complaints, and escalations, ensuring timely and effective resolution.
- Oversee the promotion and upselling of additional lawn care services and products, empowering teams to identify opportunities to deliver added value.
Nice to have
- Bachelor's degree in business, management, or a related field preferred
- equivalent experience will be considered.
- 5 years of experience in customer service, customer retention, or account management roles.
- Experience in the lawn care, landscaping, or service industry is strongly preferred.
- Proven experience in managing customer relationships and improving retention rates.
- Experience with CRM systems and customer service tools
- proficiency in Microsoft Office Suite.
Skills
- Strong problem-solving abilities and a focus on resolving customer concerns in a timely manner.
- Proficiency in Microsoft Office Suite, Google Suite, and CRM systems.
- Ability to multitask, prioritize, and work collaboratively in a fast-paced environment.
- Analytical mindset to assess customer feedback, trends, and retention metrics for continual improvement.
- Strong understanding of customer experience metrics and best practices.
- A customer-centric mindset with a passion for delivering outstanding experiences.
- General Responsibilities:
- Monitor customer interactions, ensure service standards are met and exceeded.
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This listing is sourced directly from ExperiGreen's careers page and normalized into a canonical job model.