Customer Experience Manager

Job Description

Customer Experience Manager

Customer Experience Manager

Office Administration

Owner

The Customer Experience Manager's primary objective is to ensure customer satisfaction exceeds the standards set out by The Grounds Guys through outstanding customer service and tracking of key results areas.

• Primary responsibilities include answering incoming day to day phone calls, text messages and web forms and scheduling to appropriate calendars and resolving customer questions and issues.
• Demonstrates the ability to carry on a professional conversation with commercial and residential residents, owners and decision makers.
• Ensures answering and call back standards are met throughout company
• Follow up with customers after completed jobs to ensure customer satisfaction with work
• Responsible for managing Net Promoter Score system and creating report for weekly production meeting.
• Assist sales team with follow up on sent proposals
• Leads outbound sales campaigns for existing customers
• Use of marketing platforms to track marketing spending and ROI.
• Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
• Participates and contributes to the development of educational programs offered to clients, prospects and company employees.
• Helps with scheduling interviews of potential new employees. initial interviewing and onboarding
• Other duties as assigned.

• Help maintain contact with all clients in the market area to ensure high levels of Client Satisfaction.
• Demonstrate ability to interact and cooperate with all company team members.
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that meet company core values.
• Proactively establish and maintain effective working team relationships with all support departments.