Position: Customer Experience Manager
Location: Port Chester, NY
ABOUT THE SHADE STORE
At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation.
POSITION: Customer Experience Manager
RESPONSIBILITIES:
- Provide world-class customer service by promptly and professionally handling inquiries from case creation through resolution with the intent of exceeding Customer expectations
- Create new post sale cases including conducting research of order detail and previous cases to understand full scope of problem
- Develop solution plan to address issues, including coordinating customer’s time with that required and available by Production and Measure & Install departments
- Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions
- Communicate final resolution back to customer via e-mail and/or phone ensuring full understanding of next steps and timeline to resolution
- Record comprehensive details of the interaction via case-tracking system to enable accurate tracking and reporting
WHAT WE ARE LOOKING FOR:
- A minimum of five years’ working experience with at least 2 years’ experience in a customer service-oriented role that requires interactions with customers via phone and email
- Strong Microsoft Word, PowerPoint and Excel skills
- Excellent oral and written communications skills
- Customer-facing attitude and ability to maintain professional demeanor amidst deadlines
- Proficient in managing Outlook, Salesforce, Phone Systems/Technology and Microsoft applications
THE SHADE STORE offer is contingent upon:
- Successful completion of reference checks
- 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
The base salary compensation range for this position is $60-$65k, commensurate with experience.
The Shade Store provides equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
