Summary
The Customer Experience Manager (CEM) is chiefly responsible for the tactical leadership of a customer contact center team. This CEM is responsible for ensuring high levels of quality service including the achievement of all assigned sales and service level goals. The CEM must resolve complex and escalated issues that arise from customer service, sales representatives, and executive staff. The CEM will be responsible for the performance and development of a team of Customer Service Representatives (CSR) and other direct reports. The CEM leads by encouraging direct reports to achieve goals, equips through coaching and training, and empowers direct reports to think outside the box to do what is necessary to provide a world-class customer experience. The CEM should be highly analytical and have an advanced knowledge of data gathering, analysis, and reporting. This candidate must be comfortable in a high growth and high-change environment.
Essential Functions and Responsibilities
· Ensuring resolution of customers’ long standing or complex problems
· Leading and motivating team to meet goals and provide a world-class customer experience
· Maintaining and evaluating performance, production, attendance, reviews and appraisals of staff
· Keeping abreast of developments and advancements in customer experience field by reading pertinent journals, attending meetings and courses
· Providing operational reports, scorecards, and dashboards
· Participating in or leading operational reviews
· Accomplishing all tasks assigned or requested
Qualifications
· Bachelor’s degree in Consumer studies, Business studies or Management studies related field
· Minimum 5+ years in customer service management-related activities in multi-channel contact center environment
· Proven results in operational and customer satisfaction excellence
· Experience with workforce management
· Exceptional motivational, listening and problem solving skills
· Experience with process improvement (such as Lean or Six Sigma) and project management preferred
· Proficiency with contact center technologies such as telephone, chat, knowledge base, CRM, database, and MS Office with advanced knowledge of MS Excel
· Excellent administrative proficiency and customer relations skills
· Ability to prioritize and complete tasks efficiently
· Experience working with high-profile clients and aggressive deadlines
· Exceptional verbal and written communication skills
Work Environment and Physical Demands
The Customer Experience Manager role operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers. The employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the ability to occasionally lift and/or exert force, up to 10 pounds. The noise level in the work environment is generally quiet to moderate. The visual acuity requirements include close vision
While performing the duties of this job, the employee is not exposed to weather conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position Type/ Work Schedule
This is a full-time position; typical days and hours of work are Monday through Friday, 8:00am to 5:00pm. Occasional overtime may be required outside of typical days and hours of work, including Saturday and Sunday.
Travel requirements do not exist for this position.
There are no supervisory responsibilities associated with this role.
Equal Employment Opportunity
Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information or any other legally protected status
Visual Comfort & Co.
Related jobs:
Casting Call: Agency Assistant
Join an exciting opportunity in the entertainment industry as an Agency Assistant. This role is ideal for individuals passionate about working behind the scenes in a fast-paced agency environment. If you’re organized, proactive, and have a knack for supporting dynamic teams, this could be your next big career move.
Job Responsibilities
- Provide comprehensive administrative support to the agency team.
- Manage scheduling, correspondence, and general office duties.
- Coordinate communication between clients, agents, and external partners.
- Assist in the preparation and organization of meetings and events.
- Handle confidential information with professionalism and discretion.
Requirements
- Minimum 2 years of experience in an agency or assistant role.
- Strong organizational and multitasking skills.
- Must reside in Los Angeles for in-person duties.
- Excellent communication and interpersonal skills.
Compensation
- Competitive salary based on experience.
- Opportunities for professional growth within the agency.
- Collaborative and engaging work environment.
Studio Assistant for Creative Projects
Looking for a detail-oriented and organized Studio Assistant to support a dynamic creative team. This is an excellent opportunity to be part of exciting, high-profile projects and gain valuable industry experience.
Responsibilities
- Assist in day-to-day studio operations, including scheduling and organization.
- Maintain studio equipment and ensure all tools are ready for use.
- Support team members during creative sessions and project execution.
- Handle administrative tasks such as coordinating meetings and maintaining files.
- Foster a positive and efficient work environment.
Requirements
- Strong organizational skills and attention to detail.
- Ability to multitask and prioritize in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Familiarity with creative processes and studio operations is a plus.
Compensation
- Competitive pay and potential growth opportunities within the team.
- Chance to work closely with industry professionals on innovative projects.
Designers for Creative Projects
Seeking innovative and skilled Designers to join a dynamic team working on cutting-edge creative projects. This is your chance to bring bold ideas to life and shape unique visual narratives in a collaborative environment.
Responsibilities
- Develop creative concepts and designs for a variety of high-profile projects.
- Collaborate with architects, engineers, and project leads to execute cohesive visions.
- Produce sketches, layouts, and final designs that align with project goals.
- Stay up-to-date on industry trends and integrate fresh ideas into projects.
Requirements
- Proven experience in design with a strong, diverse portfolio.
- Expertise in design software such as Adobe Creative Suite or equivalent tools.
- Ability to think creatively and deliver visually stunning results.
- Strong attention to detail and excellent communication skills.
Compensation
- Competitive pay based on skills and project contributions.
- Opportunity to work on influential, creative projects with a collaborative team.
Architects for Innovative Design Team
Seeking talented and visionary Architects to join a groundbreaking team working on high-profile creative projects. This is an opportunity to bring bold ideas to life in a collaborative and forward-thinking environment.
Responsibilities
- Design and develop architectural concepts for innovative projects.
- Collaborate with designers and project leads to execute creative visions.
- Prepare detailed drawings, plans, and models using industry-standard tools.
- Ensure designs align with project requirements, timelines, and regulations.
Requirements
- Proven experience in architecture with a strong portfolio of creative work.
- Proficiency in CAD software and architectural design tools.
- Strong understanding of design principles and construction processes.
- Ability to think critically and bring unique solutions to complex challenges.
Compensation
- Competitive pay based on experience and project contributions.
- Opportunity to work on impactful, innovative projects.
AI Engineers Wanted for Innovative Creative Projects
Join an elite creative team as an AI Engineer, contributing to cutting-edge projects across art, technology, and design. This role is perfect for AI specialists passionate about merging innovation with creativity.
Job Responsibilities
- Design and implement AI-driven solutions for creative and technical challenges.
- Collaborate with a multidisciplinary team, including designers, architects, and editors.
- Optimize algorithms for efficiency and scalability across various platforms.
- Stay updated on AI trends to implement innovative technologies into projects.
Requirements
- Strong background in AI development, machine learning, and programming.
- Experience in developing AI systems for creative applications is a plus.
- Excellent problem-solving and teamwork skills.
- Must provide a portfolio and CV showcasing past projects and achievements.
Compensation
- Competitive salary and opportunities to work on groundbreaking projects.
- Collaborate with industry leaders in an inspiring environment.
- Potential for long-term career growth in an innovative team.
Assistant Needed for Event in Miami
An exciting opportunity is available for a reliable assistant to support an event in Miami, FL. This is a one-day role, offering a chance to gain hands-on experience in a professional environment.
Job Responsibilities:
- Provide general assistance during the event.
- Support event coordinators and ensure smooth operations.
- Perform assigned tasks efficiently and professionally.
Requirements:
- Dependable and organized individual.
- Comfortable working in a fast-paced event setting.
- Ability to follow instructions and adapt to on-the-spot changes.
Compensation:
- $18/hour for the event.
- Gain valuable experience in event support.
- Work with a professional team in a dynamic environment.
Lower & Mid Hudson Valley Film Crew Jobs
We’re seeking skilled, passionate local talent for a heartfelt short film production. This SAG project tells a touching story of female friendship, loss, and the power of a home-cooked meal. It’s a 3-day shoot requiring dedicated professionals ready to contribute their expertise.
Job Responsibilities:
- Collaborate effectively to bring a compelling story to life.
- Deliver high-quality work within your specialized role.
- Maintain professionalism and adaptability on set.
Requirements:
- Experience in your field with a strong work ethic.
- Availability for the entire 3-day shoot.
- Based in or willing to work in the Lower & Mid Hudson Valley region.
Compensation:
- Competitive pay based on role.
- Opportunity to work on an SAG production.
- Gain valuable experience and expand your network in the film industry.
Social Media Internship Opportunity
We are seeking a passionate and creative individual to join our team as a social media intern. This is a fantastic opportunity to gain hands-on experience in social and digital content creation while working with an innovative brand.
Job Responsibilities:
- Assist in managing and creating content for various social media platforms.
- Collaborate with the team to develop engaging social media campaigns.
- Monitor analytics to measure engagement and provide insights for optimization.
- Stay updated on current social media trends to ensure relevance and innovation.
Requirements:
- Strong interest in social media and digital marketing.
- Creativity and an eye for detail.
- Excellent written and verbal communication skills.
- Ability to work independently and collaboratively in a fast-paced environment.
Compensation:
- Gain valuable industry experience in a professional setting.
- Opportunity to build your portfolio and develop your skills.
Studio Head – Rushing Tap Studios
Job Description:
Rushing Tap Studios is seeking a Studio Head to lead all operations within the studio facility. This leadership role requires a dynamic individual with strong facility management and project management skills. The Studio Head will oversee multiple projects, allocate resources effectively, and manage external vendors and personnel for various productions. This is an exciting opportunity to play a key role in a fast-paced, creative environment while driving new business and ensuring the facility operates at peak performance.
Job Responsibilities:
- Lead the studio’s operations and team.
- Oversee day-to-day management of the studio facility and ongoing projects.
- Ensure the studios and related spaces are maintained in excellent condition for rental purposes.
- Manage bookings of studio spaces and equipment using studio software.
- Prepare quotations, timelines, and budgets for both studio-based and field projects.
- Promote the studio facility to attract new customers.
- Provide regular reports on studio activities.
- Build and retain client relationships, ensuring the studio grows its customer base.
Job Requirements:
- Proficient in computer usage and relevant software.
- Minimum of a few years of experience in facility management or a similar role.
- Strong organizational and time-management skills.
- A creative thinker with innovative problem-solving abilities.
- Exceptional interpersonal and communication skills.
Casting Call: Gaffer and Editor Needed for Major MLS Event in Miami
Job Description:
A major MLS event is seeking experienced crew members, specifically a gaffer and editor, for two days of work in Miami, FL. This exciting project requires professionals with reliable transportation.
Job Responsibilities:
- Gaffer: Handle lighting setups and ensure optimal visual quality during the shoot.
- Editor: Edit footage to produce high-quality final deliverables.
- Collaborate with the production team to maintain a smooth workflow.
Requirements:
- Proven experience as a gaffer or editor in professional productions.
- Reliable transportation to the Miami location.
- Submit full name, phone number, email, location, portfolio or website, and desired rate.
Compensation:
- Competitive pay based on experience and position.