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Mgr, Customer Experience

Company:  Exemplis
Department:  Customer Experience (CS)
Location: 

US Brooklyn, NY, US, 11249 Atlanta, GA, US US Cincinnati, OH, US US Palo Alto, CA, US, 94304 NC, US AL, US Boston, MA, US NJ, US Charlotte, NC, US Austin, CA, US US St Louis, MO, US TX, US Seattle, WA, US, 98101 San Francisco, CA, US, 94110 MO, US Chicago, IL, US US New York, NY, US Cypress, CA, US, 90630 Portland, OR, US, 97205 Buena Park, CA, US, 90620 Tampa, FL, US, 33578 Toronto, ON, CA, M5V 2A4 La Mirada, CA, US, 90638 Venice, CA, US, 90291 Livermore, US, 94551 San Diego, CA, US IA, US PA, US New York, NY, US, 10012 US US KS, US NY, US US Birmingham, AL, US FL, US IN, US WI, US CA, US OH, US

Position Summary:

At Exemplis, we strive to delight our customer every day with a 5-star customer experience (CX).

Obsessed about the customer experience, the Contact Center Manager for SitOnIt Seating will be a role model customer advocate, leading a team of Customer Experience (CX) professionals while reporting to the VP of Customer Experience.

 

Driving the vision to ensure that the Contact Center meets customer expectations and organization needs, the Manager will be expected to elevate our CX capabilities by leading, developing and mentoring the CX team to consistently reach expectations of a 5-star organization and bring to life the Exemplis culture and values during the entire customer experience.

Responsibilities and Essential Functions:

  • Oversee and elevate day-to-day operations of the call center for the SitOnIt Seating brand.
  • In partnership with our Training and Quality Leader, define and implement best practices of a 5-star organization.
  • Mentor team members to grow the knowledge and skills required to succeed in the CX career pathway.
  • Monitor operational activity (volume, SLA, CSAT…).
  • Support the implementation of progressive Quality programs, and monitor performance to ensure we are delivering on our promise.
  • Drive processes to identify and correct gaps in the customer experience based upon qualitative and quantitative customer feedback. Collaborate cross-functionally to ensure alignment across the organization.
  • Provide strong, dynamic leadership to consistently and efficiently leverage the value of every contact, “wow” customers by embodying the company core values.
  • Identify and assess future and current operational needs (staff, system…)
  • Manage and expand customer relationships

Qualifications, Skills and Education

Required Qualifications:

  • Bachelor’s degree
  • 5+ years of experience in Call center or customer service management position
  • 3+ years of experience in management role

Preferred Qualifications:

  • Master’s Degree
  • Experience working in a company known for providing exceptional customer service
  • Retail or hospitality experience a plus.
  • Working knowledge of the furniture industry
  • Strong understanding of Salesforce CRM
  • Track record of building and managing highly effective teams.
  • Strong customer focus, proven customer advocacy experience and proven knowledge of key elements that comprise the end-to-end customer experience
  • Excellent communication, influencing and leadership skills.
  • Ability to plan and align work for smooth and efficient tactical execution.
  • Must have positive, professional attitude, always holding yourself to high standards and pursue everything with positive energy, passion, and drive

About Us:

Exemplis is the fastest-growing office furniture and e-commerce company in the industry! We’re an entrepreneurial company offering infinite possibilities. Being a one-stop-shop means our customers can have everything they need to create exactly what they want. Our world-class customer service, fastest shipping, biggest textile program, and award-winning designs have made us the industry leader for over 25 years. Our SitOnIt Seating brand was created to give our customers what they want, how they want it, when they want it. Today, we’re constantly reimagining how space, textile, and design can help everyone—from medical offices to Fortune 500 companies to home offices across North America—get more out of their day.

People are at the core of our business, and on our team, everyone makes an impact. We absolutely owe our success to our incredible group of talented employees who bring equal parts skill, passion, drive – and of course, fun -- to the table each and every day. We have created a workplace that is inclusive and diverse -- where everyone can be their authentic self, and where that authenticity is celebrated. By creating an environment where people from every background can thrive, Exemplis becomes a better and more successful company.

We’re proud to be a company that gives back to the very communities that our team members live and work in. Our giving ethos focuses on three buckets of impact: sustainability, community outreach and transparent operations. From donating lobby seating to medical clinics in low-income neighborhoods—to our yearly giving week and toy drive for Toys for Tots – we believe collaboration, kindness and authenticity are essential to our humanity.

Exemplis is an Equal Opportunity Employer, and our company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national or ethnic origin, protected veteran status, disability status, or any other characteristic protected by applicable state or federal civil rights laws that is not related to job requirements.

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