PEG Staffing & Recruiting · 14 hours ago
Customer Experience Manager
O'Fallon, MO
Full-time
Onsite
Mid, Senior Level
$60K/yr - $70K/yrPEG Staffing & Recruiting is seeking a Customer Experience Manager who will lead a team of Customer Service Representatives while ensuring exceptional customer service and operational efficiency. The role involves managing daily operations, overseeing issue resolution, and providing cross-functional support across various teams.
ConsultingHuman Resources
Hiring Manager
Audrey Clay
Responsibilities
Lead, coach, and develop a team of CSRs across multiple locations while ensuring a consistent, high-quality customer experience
Oversee order intake and data accuracy related to billing, payments, job details, invoicing, and recurring services to support operational efficiency and accurate invoicing
Monitor customer interactions through audits, coaching, and training, and track performance metrics such as response times, resolution rates, and customer satisfaction (NPS)
Manage customer issue resolution by partnering with internal teams and using feedback to improve processes
Oversee CSR scheduling, including after-hours coverage to ensure 24/7 customer access, and support daily office operations
Assist with business development efforts by supporting bids, identifying upsell opportunities, and helping uncover new service needs during customer interactions
Provide cross-functional support to sales, accounting, operations, IT, and occasionally HR-related functions
Manage CRM and billing systems in coordination with accounting
Serve as a backup to the CSR team when needed—handling calls, order entry, dispatching, or supporting special events in the field
Qualification
Required
Proven experience in customer experience management, customer service leadership, or administrative management
Strong communication skills with the ability to engage customers, team members, and leadership effectively
Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment
Confident decision-maker with high initiative and strong problem-solving skills
Preferred
Comfort with multi-line phone systems, CRM platforms, billing systems, and standard business software such as Microsoft Excel, Word, and PowerPoint
Company
PEG Staffing & Recruiting
PEG is a woman-owned, international staffing and recruiting agency based in St.
Founded in 1984
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase