Customer Experience Manager

The Customer Experience Manager will be a pivotal role in the growth and development of the CXTeam while maintaining the highest level of Customer satisfaction in the industry.

Responsibilities:

• Work with the CXTeam to provide the worlds best shopping experience
• Respond to Customers via Phones, Emails, Live Chats, Carrier Pigeons, whatever means necessary to provide outstanding service
• Drive Customer happiness while revolutionizing the way Customers
  interactions are done
• Stay up-to-date with the latest products and be enthusiastic about bringing this knowledge to the Customer
• Continually gain knowledge about foot health, and use this knowledge to
  educate and serve the Customer
• Coach Associates to meet and exceed performance expectations
• Assist the Leadership Team in meeting the departments performance goals and Customer Service commitments
• Lead the CXTeam by acting as a role model in performance and conduct
• Represent the CXTeam and Department as a Subject Matter Expert on all
  products, company systems, procedures and policies
• Delegate and direct daily responsibilities to CXTeam Members as needed
• Coach Associates to improve performance in efficiency and quality
• Respond to and handle escalated Customer inquiries by phone, email or chat
• Promote teamwork within the Call Center while maintaining a positive and productive work environment
• Provide feedback on Associates performance and conduct
• Support and assist in conducting New Hire Training and act as a mentor to new Associates
• Perform all of the CXTeam Member duties as needed at exceptional levels in addition to Leadership functions
• Monitor queues and ensure calls are answered within a few seconds of
  coming in to our line and directing CXTeam Members to be available as
  needed
  

What are we Looking for?

• Have experience working with Customers face-to-face or over the phones
• Someone who can't get enough of Internet Shopping
• Super Hero-like skills on the World Wide Web, including the ability to navigate multiple sites with cheetah-like speed
• Strong communication skills, both verbal and written
• Ability to prioritize and manage tasks to meet Customer needs
• Flexibility, like the kind you see in a cirque show on the strip...we have a 24hr Call Center and need folks to be available for all shifts
• Someone passionate about learning, gaining knowledge, and helping people by providing proactive solutions