Overview

Role and Responsibilities

The Customer Experience Manager (CEM) role will ensure that the Order Service/Customer Service department operates efficiently and effectively. As a member of the AAH leadership team, the CEM will work with other leaders of the organization to deliver a differentiated customer experience.

• Follow and enable a culture where Arizona Appliance and Home Core values come to life.
• Works with the Director of Operations to ensure the Order service/Customer service department operates efficiently and addresses all customer inquiries in a reasonable period of time.
• Partners with other AAH leaders and departments to ensure orders are processed timely and that all deliveries and installations are scheduled to the customer’s expectations.
• Oversees customer support processes and organizes them to enhance customer satisfaction and managing escalated issues.
• Manage Warranty Service Operations by ensuring correct parts ordering, scheduling, vendor billing, 1st stop completion rate and all costs associated with Warranty Service.
• Maintain safe and healthy work environment by establishing, following, and enforcing standards and procedures, complying with all legal regulations.
• Supervise staff and provide constructive feedback, coaching and development.
• Responsibilities may include interviewing, selection and hiring, terminations, training new and existing employees; planning, assigning, and directing work; discussing with employees’ performance appraisals; addressing employee performance and corrective action plans. 
• Will foster a positive work environment that encourages trust, integrity, teamwork, empowerment, and accountability.

Qualifications and Education Requirements

• Minimum of 1 -year experience in customer service
• 5 plus years in leadership and people management
• Excellent verbal, written communication, and negotiation skills
• Visionary, with proven ability to take strategy to execution
• Proficient in Outlook, MS Suite
• Self-starter, problem solver, results oriented & team player
• Strong time management skills

Preferred Skills

·         Previous experience in Appliance Inventory and Installation

·         Previous experience in the following industries a plus- construction sales and house remodeling  

Additional Notes

Lifting of boxes or trash up to but not exceeding 20-25lbs. Abilities to be up and moving around in other departments as necessary.

Infrequent travel to other AAH locations will be expected.