At arenaflex, we're on a mission to revolutionize the way we shop and interact with our customers. As a leading retailer in the home improvement industry, we're committed to providing exceptional customer experiences that exceed our customers' expectations. We're seeking an experienced and passionate Customer Experience Manager to join our team and help us achieve this vision.
**About arenaflex**
arenaflex is a privately-owned company that operates a chain of home improvement stores across the United States. We're dedicated to providing our customers with a wide range of products and services that help them achieve their home improvement goals. Our stores are staffed by knowledgeable and friendly associates who are passionate about helping our customers find the perfect products and solutions for their needs.
**Job Summary**
As a Customer Experience Manager at arenaflex, you'll be responsible for leading our store operations and customer support teams to deliver exceptional customer experiences. You'll work closely with our store managers and associates to ensure that our stores are running smoothly and that our customers are receiving the best possible service. This is a full-time remote position that requires a strong leader with excellent communication and problem-solving skills.
**Key Responsibilities**
* **Client Experience (25%):**
+ Drive customer satisfaction and associate engagement; mentor associates on best practices for customer service and ensure the team is providing the highest level of customer satisfaction.
+ Resolve customer escalations within the store and through our customer service department.
+ Ensure Division Managers and Floor Deals Associates are prepared for high-volume sales periods.
+ Monitor customer flow through checkouts and take action to ensure customers are receiving quick and friendly service.
+ Make adjustments as needed to improve customer satisfaction.
* **Individuals (25%):**
+ Provide on-the-spot coaching based on observations and behavior.
+ Collaborate with Associate Senior Managers (ASMs) on formal performance discussions and discipline.
+ Recognize associates for exhibiting values-based behaviors and efficiency; use recognition tools (Associate Grants) to feature associates showing value-based behaviors and efficiency.
+ Provide input to ASMs on associate performance and participate in ability planning for every hourly associate.
+ Assist SM and ASMs with associate interviews and recruiting process.
+ Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and speak with ASMs and SMs regarding follow-up activities.
+ Ensure adherence to work rule policies as outlined in the Guidelines of Execution.
+ Hold associates accountable for following all Standard Operating Procedures (SOPs).
* **Chief On the Job (50%):**
+ Lead the store opening and closing procedures and walk every department to ensure store preparation.
+ Communicate messages, needs, and tasks to all associates.
+ Perform Opening, Closing, and MOD duties, as well as other store-wide responsibilities.
+ Approve daily store needs with ASMs and SMs.
+ Ensure associates complete all store tasks according to timing assumptions.
+ Provide input to associates, check issue revisions, and deterrent activities are set up.
+ Ensure associates follow all safety and Hazardous Materials procedures and Health Matters rules consistently.
+ Ensure all equipment and machines are functioning properly.
+ Review current and upcoming events and advertisements to determine if any action is required; collaborate with the proper Office Manager or Associate Head Manager as needed.
+ Direct Chief/Direct Reports
+ Reports to Head Manager
+ Responsible for direct management of the work activities of others. This may include direct oversight of a shift or the coordination of multiple work groups.
**Requirements**
* Bachelor's degree
* Ability to stand or walk for long periods or constantly lift, handle, or carry materials or equipment of moderate weight (8-20 pounds)
* Working conditions are normally located in a comfortable indoor area; there may be normal exposure to mild physical discomfort from variables like dust, exhaust, or odors, temperature extremes, clearly noise, solid drafts, or bright lights
* Standard Minimum Capabilities:
+ Must be legally allowed to work in the US
+ Ability to work an adaptable schedule
* Preferred Capabilities:
+ Entire store management
+ Large box retail experience
+ Home improvement industry experience
**What We Offer**
* Competitive hourly rate: $20-$30/hour
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!
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