Customer Experience Manager
About The Position
Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience. This position is responsible for collaborating with cross‑functional partners to ensure operational excellence. Duties include managing and leading a team of Customer Experience Supervisors, Representatives, and adjacent roles; being directly responsible for the quality and productivity of the Customer Experience and Order Entry teams; and using metrics to drive process and productivity improvements in a high‑growth environment while motivating others to deliver a best‑in‑class customer experience.
Requirements
- 2+ years of prior team management/leadership experience
- 3+ years of experience in Customer Experience (Sales & Service)
- Bachelor’s degree required
- Extensive knowledge of customer service procedures and principles
- Ability to lead and motivate, coach and mentor team members
- Maintains a professional demeanor; ability to handle confidential and sensitive information
- Exceptional organizational and time management skills, with a strong attention to detail
- Excellent verbal and written communication skills with the ability to interact with all levels of leadership
- Excellent interpersonal skills with the ability to work well with a wide variety of people and forge mutually beneficial relationships
- Must demonstrate maturity in judgement and commitment; must be available to work a flexible schedule including weekends, early mornings, late evenings
Responsibilities
- Effectively interview and provide recommendations for hiring customer service and order entry positions
- Provide support, coaching and direction to ensure comprehensive understanding of Visual Comfort’s approach to sales, customer service, systems and operational procedures
- Utilize reporting tools to analyze data and drive behaviors and priorities
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
- Participate with the Training team in onboarding new team members and continuous training for all
- Exhibit professionalism with customers, team members and all levels of leadership
- Plan/initiate team building activities to drive engagement and overall morale
- Work with Director of Customer Experience to identify areas of improvement and streamlining current processes and procedures
- Conduct constructive performance reviews and goal setting
- Utilize CRM and order management systems to process quotes, sales orders, and returns accurately and efficiently, and lead others in doing the same
- Work with senior leadership to evaluate staffing and scheduling needs
- Ability to travel up to 10%
- Perform other tasks as assigned
Benefits
- Work-Life Balance: Monday – Friday, 8:00am – 5:00pm
- Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
- Paid Time Off: Generous vacation accrual and paid time off policies.
- Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
- Compensation: Competitive compensation plan
- Health Benefits: Visual Comfort pays the majority of employees medical, vision, and dental coverage, available starting the first of the month following your start date.
- Insurance: Company-provided life insurance and short-term disability coverage.
- Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
