Customer Experience Manager
Rochester, NY Rochester, NY Full-time Full-time From $70,000 a year From $70,000 a year 16 hours ago 16 hours ago 16 hours ago Customer Experience Manager About us Whole Latte Love is the largest and fastest growing ecommerce retailer of high-end luxury brands of home espresso equipment and coffee.
We are further diversified within the Salzman Group umbrella corporation as an importer and exclusive distributor of several home and commercial products in the US and Canada.
We were recently awarded America's Fastest Growing Online Shops 2022 by Statista and published in Newsweek and also America's Best Trending Online Shops 2021.
Whole Latte Love was founded in Rochester NY and just celebrated our 25th anniversary.
Job description Whole Latte Love has been selling coffee and espresso equipment since 1997.
Our commitment to customer education and after sales service has made us an industry leader and a dynamic presence in the home espresso market.
We are looking for a highly motivated and experienced Customer Experience Manager to join our team.
Job
Responsibilities:
Exceptional interpersonal and customer service skills with a strong ability to openly and effectively communicate Developing and implementing training programs for employees to improve customer service skills and knowledge of company policies Developing strategies to increase customer loyalty by improving customer satisfaction levels Evaluate employee-customer interactions via phone, email, chat and all other communication sources such as social media platforms.
Monitor daily key metrics (accuracy, call-hold time, service levels, breaks, ticket flow, etc.
) Monitor points program and adjust values and expectations as needed.
Ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success Experience with Customer Support Software in order to prepare reports and analyze customer service data to insure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in place Plan, facilitate and lead department meetings and training Working with executive management to create an action plan to improve customer satisfaction based on feedback from surveys and focus groups Hire new associates as needed, promote accordingly and perform disciplinary action Strong problem-solving and conflict resolution skills Entrepreneurial spirit highly valued Requirements:
Mature, charismatic, and enthusiastic person with a firm understanding of integrity, leadership, and ownership.
Ability to grasp technical and complex concepts and clearly explain these to subordinates and individuals both inside and outside of the organization as needed.
Proficient in MS Office Suite.
Exhibits excellent verbal, interpersonal, and written communication.
Strong problem solving, follow through, and reasoning/logic skills.
Bonus:
Experience with Zendesk Suite
Benefits:
Small-business, E-commerce culture Competitive health/dental insurance plans, paid time off, 401k, after 90 days Dynamic career growth Competitive health/dental insurance plan 401K Plan with company contribution Vacation time, sick time and paid holidays Monthly DoorDashPass Office Perks:
Free Lunch Program:
We grocery shop weekly! Hydroponic garden with full access to lunch supplies Full access to high end coffee equipment for brewing your daily coffee Employee discounts on coffee and brewing equipment Job Type:
Full-time Pay:
From $70,000.
00 per year Experience level:
1 year Shift:
Day shift Evening shift Weekly day range:
Monday to Friday Weekend availability Work setting:
In-person Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
We are further diversified within the Salzman Group umbrella corporation as an importer and exclusive distributor of several home and commercial products in the US and Canada.
We were recently awarded America's Fastest Growing Online Shops 2022 by Statista and published in Newsweek and also America's Best Trending Online Shops 2021.
Whole Latte Love was founded in Rochester NY and just celebrated our 25th anniversary.
Job description Whole Latte Love has been selling coffee and espresso equipment since 1997.
Our commitment to customer education and after sales service has made us an industry leader and a dynamic presence in the home espresso market.
We are looking for a highly motivated and experienced Customer Experience Manager to join our team.
Job
Responsibilities:
Exceptional interpersonal and customer service skills with a strong ability to openly and effectively communicate Developing and implementing training programs for employees to improve customer service skills and knowledge of company policies Developing strategies to increase customer loyalty by improving customer satisfaction levels Evaluate employee-customer interactions via phone, email, chat and all other communication sources such as social media platforms.
Monitor daily key metrics (accuracy, call-hold time, service levels, breaks, ticket flow, etc.
) Monitor points program and adjust values and expectations as needed.
Ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success Experience with Customer Support Software in order to prepare reports and analyze customer service data to insure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in place Plan, facilitate and lead department meetings and training Working with executive management to create an action plan to improve customer satisfaction based on feedback from surveys and focus groups Hire new associates as needed, promote accordingly and perform disciplinary action Strong problem-solving and conflict resolution skills Entrepreneurial spirit highly valued Requirements:
Mature, charismatic, and enthusiastic person with a firm understanding of integrity, leadership, and ownership.
Ability to grasp technical and complex concepts and clearly explain these to subordinates and individuals both inside and outside of the organization as needed.
Proficient in MS Office Suite.
Exhibits excellent verbal, interpersonal, and written communication.
Strong problem solving, follow through, and reasoning/logic skills.
Bonus:
Experience with Zendesk Suite
Benefits:
Small-business, E-commerce culture Competitive health/dental insurance plans, paid time off, 401k, after 90 days Dynamic career growth Competitive health/dental insurance plan 401K Plan with company contribution Vacation time, sick time and paid holidays Monthly DoorDashPass Office Perks:
Free Lunch Program:
We grocery shop weekly! Hydroponic garden with full access to lunch supplies Full access to high end coffee equipment for brewing your daily coffee Employee discounts on coffee and brewing equipment Job Type:
Full-time Pay:
From $70,000.
00 per year Experience level:
1 year Shift:
Day shift Evening shift Weekly day range:
Monday to Friday Weekend availability Work setting:
In-person Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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