Experienced Customer Experience Manager – Remote Customer Support

At arenaflex, we're on a mission to revolutionize the way we serve our customers. As a Customer Experience Manager, you'll play a vital role in ensuring that our customers receive the highest level of service, every time. If you're passionate about delivering exceptional customer experiences and have a knack for leading high-performing teams, we want to hear from you.

About arenaflex

arenaflex is a leading retailer in the home improvement industry, dedicated to providing our customers with the best products, services, and expertise. We're committed to creating a workplace culture that's inclusive, supportive, and empowering, where our employees can grow and thrive. With a strong focus on innovation, customer satisfaction, and employee development, we're always looking for talented individuals who share our vision and values.

Job Summary

As a Customer Experience Manager, you'll be responsible for overseeing the execution of store standards across the entire store, including customer service, department availability, and operational cycles. You'll work closely with our store teams to ensure that every customer interaction is positive, efficient, and memorable. This is a remote customer support role, requiring strong communication and leadership skills to manage a team of customer-facing representatives.

Key Responsibilities

* Drive customer satisfaction and partner engagement; mentor Partners on best practices for customer service and ensure the team is delivering the highest level of customer satisfaction (25%)

• Resolve customer escalations within the store and through our customer care department (25%)
• Ensure Division Managers and Floor Deals Partners are prepared for high-volume sales periods (25%)
• Monitor customer flow through checkouts and take action to ensure customers receive quick, friendly assistance (25%)
• Make adjustments as needed to maintain a positive customer experience

Individuals

* Provide on-the-spot coaching based on observations and behavior

• Collaborate with Associate Senior Managers (ASMs) on formal performance discussions and discipline
• Recognize Partners for demonstrating values-based behaviors and efficiency, using recognition tools (Partner Grants) to highlight exceptional performance
• Contribute to ASMs on partner performance and participate in ability planning for every hourly partner
• Assist SM and ASMs with partner interviews and recruiting process
• Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and communicate with ASMs and SMs on follow-up activities
• Ensure adherence to work rule policies, as outlined in the Guidelines of Execution
• Hold Partners accountable for following all Standard Operating Procedures (SOPs)

Chief On the Job

* Lead the store opening shot gathering and walk every division to ensure store preparation

• Communicate messages, needs, and tasks to all Partners
• Perform Opening, Closing, and MOD duties, as well as other entire store center responsibilities
• Approve daily store needs with ASMs and SMs
• Ensure Partners complete all store tasks as per timing assumptions
• Contribute to Partners, check issue revision, and deterrent activity is set up
• Ensure Partners follow all safety and Hazardous Materials procedures and Health Matters rules consistently
• Ensure all equipment and machines are functioning properly
• Review current and upcoming events and advertisements to determine if any action is required, collaborate with the proper Office Manager or Partner Head Manager as needed
• Direct Chief/Direct Reports

Reports to Head Manager Responsible for direct management of the work activities of others. This may include direct oversight of a shift or the coordination of multiple work groups.

Actual Requirements

* Should be able to stand or walk for long periods or constantly lift, handle, or carry material or equipment of moderate weight (8-20 pounds)

• Working Conditions

Normally situated in a comfortable indoor area. There may be normal exposure to mild physical discomfort from variables like dust, exhaust, or odors, temperature extremes, clearly noise, solid drafts, or bright lights.

Standard Minimum Capabilities

* Must be legally allowed to work in the US

• Ability to work an adaptable schedule
• Favored Capabilities:
• Entire store management
• Large box retail experience
• Home improvement industry experience

What We Offer

* Competitive hourly rate: $20-$30/hour

• Opportunity to work with a leading retailer in the home improvement industry
• Remote customer support role, allowing for flexibility and work-life balance
• Collaborative and supportive work environment
• Opportunities for professional growth and development
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance

How to Apply

If you're a motivated and customer-focused individual with a passion for leading high-performing teams, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace culture that is inclusive, supportive, and empowering, where our employees can grow and thrive.

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Apply for this job