Customer Experience Manager
Renewal by Andersen•Charlotte, NC
•Onsite
About The Position
We are seeking a results-driven Customer Experience Manager to lead the Customer Experience Associate (CEA) team and ensure exceptional service throughout the customer journey. This role is critical in driving operational efficiency, improving customer satisfaction, and achieving departmental KPIs. The Customer Experience Manager will oversee daily operations, manage order flow, support customer escalations, and continuously improve processes to deliver a best-in-class customer experience.
Requirements
- High School Diploma or equivalent required
- At least 2 years of experience working in an office environment required
- At least 2 years of customer service management experience required
- Experience in customer experience, operations, or team leadership
- Strong organizational and multitasking skills
- Excellent communication and problem-solving abilities
- Data-driven mindset with experience tracking KPIs and performance metrics
- Ability to thrive in a fast-paced, customer-focused environment
- Excellent customer relations, empathetic & personable skills
- Exceptional communication skills of listening and speaking for handling customer conflicts
- Knowledgeable with tactful and diplomatic approach to tasks at hand
- Must be able to organize & prioritize
- Ability to adapt well and accept feedback in a changing environment
- Must be comfortable in technology driven environment
- Must be able to lift at least 15lbs
- Ability to work independently
- Knowledge of ZenBooker (scheduling system) and Salesforce
Nice To Haves
- College Degree preferred
- Occasional Travel
Responsibilities
- Lead and develop the CEA team through coaching, mentoring, and performance management
- Work in rForce to review scheduling calendars (measure and installation) and develop processes to improve efficiencies with scheduling
- Oversee and manage the job closing team, ensuring accurate and efficient project finalization, documentation, and compliance with company standards.
- Manage and verify installation crew payments per completed project, ensuring compliance with payment structures and timelines.
- Provide process improvement initiatives based on root causes of customer dissatisfaction
- Deliver high levels of empathy and trust to customers
- Drive operational excellence by monitoring order flow and resolving delays
- Manage customer experience by reviewing active orders and resolving escalations
- Ensure consistent communication with customers via calls, emails, and messaging
- Track performance metrics including call performance, productivity, and efficiency
- Deliver weekly reporting on KPIs, pending tasks, and job completion status
- Identify workflow gaps and implement process improvements
- Partner with cross-functional teams to enhance efficiency and customer satisfaction
- Other job duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
