SERVPRO Customer Experience Manager

Servpro•Elkridge, MD

6d•Onsite

About The Position

SERVPRO Team Holland is hiring an industry experienced Restoration Customer Experience Manager! As the CX Manager, you will be responsible for hiring, managing, training, and motivating the SERVPRO® office team. You will oversee dispatch, sales leads, coordinate with the estimating HUB for job file requirements, administrative activities, sell all aspects of the job and ensure customer satisfaction at all levels. This is a role in a fast-paced office environment. At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service.

Requirements

High school diploma/GED; Associate degree or Bachelor’s degree preferred
At least 3 year of management and/or supervisory experience
At least 3 year of customer service and/or office-related management experience or this can be substituted with industry experience
Excellent written and verbal communication skills
Exceptional organization and planning capabilities, strong attention to detail
Highly energetic and motivated leader that understands the importance of collaboration with other managers, staff, and executive leadership
Ability to successfully complete a background check subject to applicable law

Responsibilities

Assist in hiring office personnel and ensure employment best practices and compliance
Manage the training and development plans for office team
Manages sales leads and conversions
Direct and train all call takers to be selling the brand, saying “YES”, and own the entire customer experience
Oversee performance management for office team
Oversee the adequate coverage for our customers 24/7 for the phones and work directly with production for their on-call coverage
Verify and analyze franchise performance reports for the front end operation
Assist with office staffing and compensation plan as needed
Manage and handle all customers concerns both timely and professionally
Participate in an on-call rotation for covering phones evenings and weekends to meet the demands of our customers