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Customer Experience Manager

Company: Whisker
Location: Auburn Hills
Posted on: May 13, 2024

Job Description:

Description:Whisker is the maker of Litter-Robot, Feeder-Robot, and At Whisker, we believe pet parenthood can always get better.As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether its a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 500+ passionate team members.What Youll Do:The Customer Experience (CX) Manager will focus on providing an excellent customer experience, achieving those results through leadership, coaching, and action.Essential Duties and Responsibilities:This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.Maintains a fanatical customer experience for all our customersExecutes daily CX projects and resolves complex problemsAbility to function in a fast-paced environmentA sense of urgency in addressing issues. Organizes and meets deadlines for a wide variety of job assignmentsMakes things happen; energized by challenges; understands the importance and impact of assignments and tenaciously moves toward completionConducts effective resource planning to maximize the productivity of resources (people, technology)Maintains and improves call center operations by monitoring system performance, identifying and resolving problems; preparing and completing action plans; and quality assurance programsOversees payroll, approves and manages time cards and vacation requestsReports on individual and team progress toward KPIs patterns in support interactions; while taking the appropriate actions to addressOversees customer and management escalations to ensure issues are resolved in a professional and timely mannerFacilitates the communication of new information to the team, ensuring understanding and consistency of call handling by all representativesAssists in identifying and resolving operating problems related to inbound customer contacts, agent schedules, and process implementationCommunicates with the Sr. Director on all issues that need to be escalated or addressedCoaches team on standards for courteous and professional interactions with customers and coworkersCollects, generates, and reports service statistics weekly using data to create an agent profile to assist in recognition, coaching, and goal-settingPartners with the Training Lead to establish and outline training for new team members and ongoing training for current team membersSuggests ways to increase productivity and customer satisfactionResponsible for performance - provides feedback for performance reviews and coaches staff members who are not meeting expectations through a corrective action planAgility to be available around business demandsWill perform additional responsibilities when requiredLeadership Responsibilities:Directly supervises the department. Carries out supervisory responsibilities in accordance with Whisker policies and applicable laws. Responsibilities include interviewing, training, and hiring Team Members, planning, assigning, and directing work, appraising performance, addressing Team Member issues, and upholding safety and quality guidelines.Requirements:What Youll Bring:BA in business management or related field or applicable experience5+ years experience in a customer service-based management roleService center experience (Omni-Channel: Phone, Email, Chat, and Social Media)Experience creating analytics and generating reports from raw data setsExperience with IVR, Email, and Chat software functionalityHighly proficient in Microsoft Office Excel, Google Suite, and ChromePositive reinforcement, show coaching and ability to translate your skills to other Team Members through training and mentoringStrong strategic, leadership, and problem-solving skillsCritical thinker with an emphasis on troubleshooting a technical productExcellent verbal and written communication skillsTeam player with a positive attitudeAbility to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptionsA high degree of initiative, self-motivation, and ability to motivate othersAbility to establish and maintain cooperative working relationships with team members and colleaguesBenefits & Purrks:Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the why, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrows pet productsplus a whole lot of extras. You will also be provided with:Premium Medical/Dental/Vision insuranceLife InsurancePTO14 Paid HolidaysPaid Parental Leave401K with 4% MatchFlexible Work ArrangementsTop of the line equipmentStatement of Inclusivity:We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.#onsite1by Jobble

Keywords: Whisker, Detroit , Customer Experience Manager, Executive , Auburn Hills, Michigan

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