Careers at Lambert
Customer Experience Manager
Description
Summary:
In this key role, the Customer Experience Manager will be responsible for overseeing all aspects of customer interactions, from initial contact to post-service follow-up. Reporting to the Director, the incumbent will manage and develop a team of dedicated customer service representatives, dispatchers, and administrators to ensure that our clients receive exceptional service.
Qualifications:
Below are minimum qualifications required for the position*
- 4+ years of experience in a customer experience or coordinator role
- Knowledge of plumbing/HVAC industry or parts preferred
- 2+ years in operations role preferred
- Experience in supply chain and inventory management
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
- Valid Driving License and clean drivers abstract
Skills & Abilities:
- Strong verbal and written communication skills
- Exceptional organizational skills and attention to detail
- Strong time management, problem-solving, and analytical abilities
- Ability to work collaboratively and drive productivity
Key Duties:
- Oversee customer service operations and office administration, including CRM, dispatching, and internal and external communications.
- Develop and monitor key performance indicators (KPIs) and report on customer satisfaction metrics to enhance customer experience and loyalty.
- Develop and streamline internal systems and processes by creating and implementing standard operating procedures, managing timelines, and best practices.
- Analyze customer feedback and identify areas for improvement.
- Manage the daily operations and performance of the CSR, dispatch and office team, and provide routine reporting to the Director on metrics.
- Lead performance review processes for customer experience teams, including setting clear service goals, conducting regular feedback sessions, and evaluating individual and team performance
- Provide coaching and development opportunities to direct reports and team members, fostering a culture of continuous improvement and exceptional customer service.
- Facilitate full-cycle recruitment, including job postings, candidate screenings, and interview coordination as needed.
- Coordinate with technicians for professional development course registrations and training, as well as grant submissions.
- Act as key point of contact for employee relations concerns.
- Provide support as needed in the CSR and Dispatch department team (minimum 1 x week).
- Facilitate and support onboarding and offboarding duties associated with employees.
- Submit Monthly, Quarterly, and Annual reporting as needed to stakeholders
- Support Warehouse Manager including, but not limited to, tools and inventory management, truck and parts management, streamlining warehouse processes and operations, etc.
- Act as a back-up to Warehouse Manager when needed/required.
Compensation
$65,000.00 - $75,000.00 per year