Position Overview
The Customer Experience Manager will supervise daily operations of the Customer Experience Team.
A Customer Experience Manager (CXM) must be an organized, reliable and a results driven professional. The ideal candidate will be practical, with the ability to solve problems on the spot, possess insight to always see “the bigger picture” while providing professional development to the Customer Experience (CX) team. The goal of the CXM will be to improve the overall experience of our customers and patients.
Essential Job Functions
· Provide leadership, direction, and support to CX team
· Responsible for training of CX Representatives
· Establish a “Customer First” team environment
· Manage live chats and chat bot AI responses, adding and tweaking to better answer inquiries
· Create and distribute monthly analytics report on customer service touch points - phones, emails and live chats
· Prioritize team and individual goals to achieve business objectives
· Actively seek input from team members to understand successes and opportunities for improvements.
· Responsible for the creation and review of SOPs
· Participate in weekly meetings with CX Reps + Marketing, and Retail Departments
· Main point of contact to communicate post-purchase issues to retail and wholesale leadership, as well as quality control issues to Operations/Production.
· Create a database of commonly asked questions and answers; manage and update as needed
· Respond to customer reviews, (positive or negative) on Google Business Listings and Yelp Answer incoming calls and emails in an efficient manner
· Keep master spreadsheet of customer feedback from all communication platforms as well as in store feedback from retail staff and distribute weekly
· Coordinate with Marketing Department to keep customer responses consistent throughout all platforms
· Identify and analyze positive/negative trends in customer feedback and suggest improvements based on insights gathered
· Provide accurate answers and solutions to customer inquiries.
· Maintain knowledge of all company products and services
· Address customer complaints, roll up complaint and resolutions in weekly report
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· Check customer service voicemail, return calls in a timely manner
Requirements
· Bachelor’s degree and/or 5 years’ experience in Customer Service CRM management
· Well spoken, outgoing, articulate and compassionate personality
· Excellent verbal and written communication skills
· Understanding of social media, chat bots and user generated review websites
· Analytical, ability to extract data and present actionable take aways and to-dos
· Excellent time management skills
· Ability to multitask
· Punctual, reliable, and organized
· Must adhere to the Massachusetts CCC hiring guidelines
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
Job Type: Full-time
Pay: $62,000.00 - $67,000.00 per year
Benefits:
- Dental insurance
- Disability insurance
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- Holidays
- Monday to Friday
- Weekends as needed
Application Question(s):
- If you were encouraged to apply by a current Happy Valley employee please let us know who to thank.
- Are you willing to work weekends or holidays, as needed?
- Have you worked in the cannabis industry?
Education:
Experience:
- Microsoft Office: 2 years (Preferred)
- Customer service: 5 years (Required)
Language:
- English (Required)
- Spanish (Preferred)
License/Certification:
- Driver's License (Required)
Ability to Commute:
- Gloucester, MA 01930 (Preferred)
Ability to Relocate:
- Gloucester, MA 01930: Relocate before starting work (Required)
Work Location: In person