Customer Experience Manager - ExperiGreen Charlotte
$50,000–$60,000 year
On-siteCharlotte, North Carolina, United States
Job Summary
Lead and mentor customer service and retention teams, fostering a culture of service excellence and continuous improvement. Monitor customer interactions, ensure service standards are met and exceeded, and analyze feedback to identify trends for enhancement. Develop strategies to improve satisfaction and loyalty, while collaborating cross-functionally with sales, operations, and marketing to streamline the customer journey. Create processes for handling escalations, oversee upselling of lawn care services, and conduct regular coaching sessions to improve team communication and problem-solving skills. Report on key customer experience KPIs to senior leadership and recommend actionable solutions. Salary - $50K-$60K. Location: Charlotte.
Required Qualifications
- Bachelor's degree in business, management, or a related field preferred; equivalent experience will be considered
- 5 years of experience in customer service, customer retention, or account management roles
- Minimum 1 year experience lead role in a customer service environment
- Proven experience in managing customer relationships and improving retention rates
- Experience with CRM systems and customer service tools; proficiency in Microsoft Office Suite
- Excellent communication, negotiation, and interpersonal skills to effectively interact with customers and internal teams
- Strong problem-solving abilities and a focus on resolving customer concerns in a timely manner
- Ability to build strong relationships, manage customer expectations, and demonstrate empathy and professionalism
- Proficiency in Microsoft Office Suite, Google Suite, and CRM systems
- Ability to multitask, prioritize, and work collaboratively in a fast-paced environment
- Analytical mindset to assess customer feedback, trends, and retention metrics for continual improvement
- Proven leadership skills, with experience managing and developing high-performing teams
- Strong understanding of customer experience metrics and best practices
- A customer-centric mindset with a passion for delivering outstanding experiences
Desired Qualifications
- Experience in the lawn care, landscaping, or service industry is strongly preferred
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