Customer Experience Manager

  • Full-time

  • Hybrid (Remote + on-site when required)

  • Ideal candidates will be based in either Phoenix, Arizona or Austin, Texas

We are seeking a motivated and experienced customer experience manager to lead customer experience at Wünderhund. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Responsibilities:

  • Supervise day-to-day operations in the customer service department.

  • Respond to customer service issues in a timely manner.

  • Create effective customer service procedures, policies, and standards.

  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

  • Implement an effective customer loyalty program.

  • Maintain accurate records and document all customer service activities and discussions.

  • Assess service statistics and prepare detailed reports on your findings.

  • Hire and train new customer service agents.

  • Manage the approved budget of the customer service department.

  • Stay informed on the latest industry techniques and methods.

Requirements:

  • Bachelor’s degree in business administration or relevant field.

  • A minimum of 5 years of proven experience in a customer service position.

  • Proficiency in Microsoft Office and customer service software.

  • Outstanding written and verbal communication skills.

  • Good understanding of management practices and techniques.

  • Excellent leadership and interpersonal skills.