Assistant Customer Experience Manager – Service Center

Assistant Customer Experience Manager – Service Center

Summary: The Assistant Customer Experience Manager will work collaboratively within the Service Center, Field Repair, and Quality Control business to ensure customer and business needs are met with the goal of growth and development of the business.

Duties and Responsibilities:

• The Assistant Customer Experience Manager will work to uphold and oversee execution of standards across the Service Center, primarily focused on Customer Experience, Parts, Dispatching, Billing, and Operational process 
• Provides leadership and guidance through training, coaching, and feedback to improve performance and meet objectives
• Assumes ownership of their assigned departments, the Assistant Customer Experience Manager is responsible for achieving targets while prioritizing overall Customer satisfaction. · Complete daily, weekly and/or monthly Service Center reports as assigned in a timely and professional manner. Prepares presentations, e-mails, reports, spreadsheets, and other documents for internal and external distribution.
• Ensure accountability by setting and sharing clear expectations and ongoing management of performance (observe, recognize, and coach). 
• Drives profit goals for the service center operation, both through personal engagement with customers and by observing and coaching the representatives on their customer interactions and operational efficiency.
• Responsible for modeling, teaching, and managing a customer first culture 
• Manage all activities required to ensure a safe opening and closing process and perform Manager on Duty responsibilities
• Monitor customer flow, part management, and dispatch productivity through software and take action to ensure technicians and customers are receiving fast and efficient experience
• Manage Payroll and Scheduling -Approve and address missed punches, variances, schedule changes, receive call outs, and communicate regarding follow-up actions.
• Flexible hours may be required depending on projects and meetings, but most common is 5-day work week, scheduled 9 hours Monday – Saturday with a rotating Saturday shift. Closed Sundays. 
• Other duties as assigned

Required Education, Experience, and Certifications:

• 2 years management experience in a Service Center, Repair, Operations, or Call Center environment
• 2-3 Years in Retail, Call Center, or Service Center environment

Required Skills and Competencies:

• Excellent verbal and written communication skills
• Demonstrated ability to learn industry, company, product or technical knowledge and effectively convey that knowledge to others
• Advanced proficiency in Office Suite, specifically Excel, Word, Publisher, and PowerPoint
• Excellent verbal and written communication and organizational skills
• Ability to work independently as well as in team environment · Working knowledge or trainable in-service center and retail computer systems 
• Fluency in spoken English (or another language as may be required) 
• Basic math skills, including multiplication, addition, subtraction and division, necessary to verify amounts and costs of repairs and parts and quantities as may be required
• Interpersonal relations skills 
• Ability to lead and motivate a team 
• Ability to maintain a high level of professionalism in all situations
• Ability to stand and/or sit continuously perform essential job functions