SERVPRO Customer Experience Manager

Restoration Customer Experience Manager

SERVPRO Team Holland is hiring an industry experienced Restoration Customer Experience Manager!

SERVPRO offers:

• Competitive compensation
• Superior benefits
• Career progression
• 401k
• Health care benefits
• Flexible work/life balance
• Professional development

And more! As the CX Manager, you will be responsible for hiring, managing, training, and motivating the SERVPRO office team. You will oversee dispatch, sales leads, coordinate with the estimating HUB for job file requirements, administrative activities, sell all aspects of the job and ensure customer satisfaction at all levels

Key Responsibilities

• Assist in hiring office personnel and ensure employment best practices and compliance
• Manage the training and development plans for office team
• Manages sales leads and conversions
• Direct and train all call takers to be selling the brand, saying "YES", and own the entire customer experience
• Oversee performance management for office team
• Oversee the adequate coverage for our customers 24/7 for the phones and work directly with production for their on-call coverage
• Verify and analyze franchise performance reports for the front end operation
• Assist with office staffing and compensation plan as needed

Position Requirements

• High school diploma/GED; Associate degree or Bachelor's degree preferred
• At least 3 year of management and/or supervisory experience
• At least 3 year of customer service and/or office-related management experience or this can be substituted with industry experience
• Excellent written and verbal communication skills
• Exceptional organization and planning capabilities, strong attention to detail
• Highly energetic and motivated leader that understands the importance of collaboration with other managers, staff, and executive leadership
• Management and participation in an on-call rotation for covering phones evenings and weekends to meet the demands of our customers
• "The buck stops here" in managing and handling all customers concerns both timely and professionally
• In-office at Elkridge location Mon-Fri 8-5p

Skills/Competencies

This is a role in a fast-paced office environment. Ability to successfully complete a background check subject to applicable law Each SERVPRO Franchise is Independently Owned and Operated. All employees of a SERVPRO Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated Servpro Franchise. Compensation: $65,000.00 - $75,000.00 per year