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    Customer Experience Manager - Lake Forest, United States - Addison Group

    Addison Group
    Addison Group Lake Forest, United States

    2 weeks ago

    Addison Group background
    Description

    Are you looking for an opportunity that allows you to be a valuable resource for not only your clients but team members? Where your dynamic leadership skills come into play to drive exceptional performance, develop client solutions, prioritize satisfaction, and uphold company values. We're looking for someone to shape the future of our Customer Experience team. Does this sound like you? Apply Here

    Hours: Monday-Friday 8am-5pm

    Schedule: Hybrid

    Opportunity: Direct Hire

    Pay: starting at $65,000

    Location: Lake Forest, CA

    EDUCATION AND EXPERIENCE:

    • 3 – 5 years leading customer service team
    • 5 - 10 years related customer relations experience
    • Demonstrated ability to develop solutions under pressure, with reassurance, calmness, and clarity.
    • Bachelor's degree is preferred.
    • Experience in a technical, manufacturing, or loss prevention experience is REQUIRED.
    • Metrics and Data-Driven with a known effective ability to train and guide teams toward data-based solutions.
    • Strong communication skills, ability to multi-task and ability to retain training knowledge to work independently are a must. Computer skills, including software used in this office (Navision, Word, Excel, PowerPoint, Outlook, Smartsheet)

    JOB RESPONSIBILITIES:

    • Emphasize customer satisfaction to effectively devise business solutions.
    • Supervise and manage customer/client interactions via calls, correspondence, and emails, ensuring timely responses.
    • Record Technicians' check in/check out.
    • Generate and process Service Quotes, Service Orders, and Service tickets.
    • Accurately document all service and installation reports, service tickets, etc., in a timely manner.
    • Collaborate with Technical Services Engineers, third-party technicians, General contractors, Electricians, and Tile vendors to finalize installations.
    • Deliver Post-Installation Support services.
    • Handle Sales order processing.
    • Coordinate service schedules in Navision, aligning with store schedules and dispatching service technicians.
    • Arrange product shipments required for service to stores or technicians.
    • Track and manage Return trips effectively.
    • Procure, process, and handle Purchase Orders and change orders/NTE's.
    • Maintain up-to-date Install card and System Monitor data in the company's ERP system for each installation.
    • Collaborate with Technicians to troubleshoot service issues.
    • Escalate service concerns to sales representatives and management when necessary.
    • Maintain documentation, file records, and request any missing Field Service Tickets.
    • Follow up on pending calls, service orders, and long-term service issues.
    • Prepare necessary documentation and initiate orders for invoicing purposes.
    • Manage data related to Service Reports efficiently.
    • Coordinate closely with Account Relationship Managers to update Customer cards, Install cards & site plans as required.
    • Collaborate effectively with the Installs & Preventive Maintenance Department.
    • Conduct Customer Research as needed.
    • Ensure effective Records Management practices are upheld.

    Why choose Addison Group?

    Pay: We negotiate high salaries using US Bureau of Labor Statistics

    Benefits & Bonuses: You are eligible for medical, dental, vision insurance benefits, 401K, and monetary bonuses

    Permanent Employment: Many of Addison's Administrative job openings lead to potential permanent employment

    Connections: You connect directly with hiring managers from renowned organizations

    Options: You are presented multiple employment options near your home

    Professional Development: You are provided hiring process advice, resume revision, and employment term negotiation

    • Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
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