SERVPRO Customer Experience Manager

Responsive recruiter Benefits: 401(k)Company partiesCompetitive salaryDental insuranceHealth insurancePaid time offVision insurance SERVPRO Team Holland is hiring an industry experienced Restoration Customer Experience Manager! Benefits: SERVPRO offers: Competitive compensationSuperior benefitsCareer progression401kHealth care benefitsFlexible work/life balanceProfessional development And more! As the CX Manager, you will be responsible for hiring, managing, training, and motivating the SERVPRO® office team. You will oversee dispatch, sales leads, coordinate with the estimating HUB for job file requirements, administrative activities, sell all aspects of the job and ensure customer satisfaction at all levels Key Responsibilities Assist in hiring office personnel and ensure employment best practices and complianceManage the training and development plans for office teamManages sales leads and conversionsDirect and train all call takers to be selling the brand, saying “YES”, and own the entire customer experienceOversee performance management for office teamOversee the adequate coverage for our customers 24/7 for the phones and work directly with production for their on-call coverageVerify and analyze franchise performance reports for the front end operationAssist with office staffing and compensation plan as needed Position Requirements High school diploma/GED; Associate degree or Bachelor’s degree preferred At least 3 year of management and/or supervisory experienceAt least 3 year of customer service and/or office-related management experience or this can be substituted with industry experienceExcellent written and verbal communication skillsExceptional organization and planning capabilities, strong attention to detailHighly energetic and motivated leader that understands the importance of collaboration with other managers, staff, and executive leadershipManagement and participation in an on-call rotation for covering phones evenings and weekends to meet the demands of our cutomers"The buck stops here" in managing and handling all customers concerns both timely and professionallyIn-office at Elkridge location Mon-Fri 8-5p Skills/Competencies This is a role in a fast-paced office environment. Ability to successfully complete a background check subject to applicable law Each SERVPRO® Franchise is Independently Owned and Operated. All employees of a SERVPRO Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated Servpro Franchise. Servpro Franchise employees are not employed by, jointly employed by, agents of or under the supervision or control of Servpro Industries, LLC or Servpro Franchisor, LLC (the Franchisor), in any manner whatsoever. All Sample Forms provided by Servpro Industries to Servpro Franchises should be reviewed and approved by the Franchise’s attorney for compliance with Federal, State and Local laws. All Sample Forms are provided for informational purposes and Servpro Franchises may choose whether or not to use them. Compensation: $65,000.00 - $75,000.00 per year Picture yourself here fulfilling your potential. At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you. All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.