Customer Experience Manager

WasteFree•Austin, TX

3d•$24

About The Position

We are seeking a Part-Time Customer Experience Manager (CEM) to join our valet trash company in the Austin TX area. In this role, you will be the key point of contact for our customers, ensuring they receive professional service and support. Your primary responsibilities will include providing exceptional customer service, delivering equipment upon request, gathering customer feedback, managing customer expectations and complaints, relationship building, building brand loyalty, and a producing a superb customer experience.

Requirements

Previous experience in multifamily property management strongly preferred.
Previous experience in customer service, ideally in a service-oriented role.
Strong communication skills and the ability to build positive customer relationships.
Ability to handle complaints with patience, professionalism, and empathy.
Self-motivated, organized, and able to manage time effectively.
Sales skills, public speaking skills, and ability to ask for referrals.
Reliable and able to work independently.
Comfortable with using technology to manage tasks and track customer interactions.
Traveling is required for this position.

Responsibilities

Providing Industry Leading Customer Service: Endear yourself to our valued customers via twice monthly site visits, relationship building, conducting surveys, delivering dynamic customer service, maintaining regular communication, and proactive teamwork.
Customer Equipment Delivery: Deliver valet trash equipment (bins, bags, etc.) to new and existing customers, upon request.
Customer Feedback & Reviews: Actively ask customers for Google reviews and feedback to help enhance our services and increase online presence.
Referral Business: Encourage satisfied customers to refer friends, family, and neighbors to use our services.
Complaint Resolution: Respond to customer complaints promptly and professionally, resolving issues to their satisfaction.
Exceptional Service: Provide friendly, helpful, and professional service to ensure a positive experience for all customers.
Ongoing Communication: Maintain regular communication with customers to ensure they are satisfied with our service and address any concerns.
Documentation & Reporting: Track customer interactions and report on common issues or areas for service improvement.