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The Shade Store · 1 day ago

Customer Experience Manager - West Coast

San Francisco, CA

Full-time

Onsite

Entry, Mid Level

$60K/yr - $65K/yr

2+ years exp

The Shade Store is a company that has handcrafted window treatments for 75 years, aiming to provide an effortless experience in designing custom solutions. They are seeking a Customer Experience Manager to join their Client Services team, focusing on resolving customer inquiries and enhancing overall customer satisfaction.

E-CommerceProfessional Services

Responsibilities

Provide exceptional customer service by handling customer inquiries via phone, email, and text

Maintain a customer-centric approach, ensuring each customer feels valued and supported

Analyze customer issues using critical thinking, develop effective action plans, and resolve problems in a proactive manner

De-escalate and resolve challenging customer service opportunities with empathy, ensuring positive customer experience

Accurately document customer interactions and maintain detailed records for follow-up and reporting

Collaborate with cross-functional teams to resolve complex issues and provide timely solutions

Follow up with customers to ensure their concerns are addressed and provide updates on resolution timelines

Continuously improve product knowledge and stay up to date on company policies and procedures

Perform other duties as needed to support the customer service team and meet department goals

Qualification

Customer service experienceProblem-solving skillsCommunication skillsMicrosoft applicationsEmpathyTeam collaborationAttention to detailCritical thinking

Required

A minimum of 2 years' experience in a customer service role, with frequent customer interactions via phone and email

Excellent oral and written communication skills

Strong customer-centric mindset, with the ability to maintain a professional demeanor under pressure and meet deadlines

Collaborative team player with the ability to work cross-functionally to achieve team goals

Proficient in managing Outlook, phone systems, and Microsoft applications, including Word, PowerPoint, and Excel

Strong critical thinking, problem-solving, and resolution skills with a proactive, action-oriented approach

Ability to work various shift times and Saturdays depending on business needs

Proof of legal authorization to work in the United States for The Shade Store, which will be confirmed by E-Verify within three business days of your hire date