Assistant Manager, Customer Experience (CX) Support

Customer Experience · Fairfield, New Jersey
Department Customer Experience
Employment Type Full Time
Minimum Experience Manager/Supervisor

Phillip Jeffries is growing and expanding our team! We are actively searching for an Assistant Manager of Customer Experience (CX) Support!


Our CX team aims to “WOW” our customers! We are searching for a customer-centric team player to lead our team of CX Agents. This role will report to our Customer Experience Manager and would work a hybrid schedule.


What you will be doing:


  • Assist in day-to-day management of support team functions ensuring that service levels are maintained. 
    • Monitor all DM queues whether phone/email/chat, ensuring that SLA expectations are consistently met by staff. 
    • Monitor and ensure that Order Entry team is hitting response time and MSE requirements. 
    • Assist in auditing service interactions to ensure quality of customer interactions. 
    • Escalate disruption in service systems and platforms to senior management. 
  • Respond to escalated support issues when necessary. 
    • Ensure claims are responded to within SLA, and that all steps are followed through to full resolution with a focus on client retention. 
    • Act as a point of escalation for claims when necessary. 
  •  Inform team of all new process updates and changes ensuring policies and procedures are accurately followed. 
    • Cascade pertinent information to support teams.  
    • Ensure that all team members are aware of and understand updates and/or changes to policies, procedures, and processes. 
  •  Assist in the evaluation and implementation of the departments onboarding and training plan. 
    • Assist in the onboarding of new hires. 
    • Assist in ongoing training of tenured staff. 
    • Provide feedback on strengths and opportunities as it relates to the staff training curriculum. 
  •  Act as an agent when and where necessary. 
    • Assist in queues to resolve customer inquiries as needed during peak times when the department is experiencing high inquiry volume. 
    • Review and document current processes as part of gap or root cause analysis and use findings to drive improvement initiatives
    • Have a deep understanding of customers’ needs and behaviors, company solutions, and business values. Look for trends within weekly CX metrics. Centralize, analyze, and synthesize customer feedback and data across multiple sources and translate findings into actionable insights.
    • Help shape the overall customer experience by contributing to or project managing key initiatives focused on improving the end-to-end customer journey   
    • Work with CX leadership to design effective training programs for global CX staff and other departments as necessary with a focus on systems, processes, and policies. Work with trainers to cascade new processes and process changes to our global teams
    • Serve as the go-to analyst on the CX team, helping colleagues with their analytical questions and support needs.

 

Must have

  • 2+ years in a leadership role within customer experience or a similar field.
  • Strong understanding and/or easy adoption of ERP, CRM, and Helpdesk systems.
  • Previous experience managing staff.
  • Able to determine how to monitor customer sentiment at critical touchpoints.
  • A customer-centric mindset that drives positive experiences
  • Collaborative mindset.
  • Easily works with colleagues at all levels.
  • Able to facilitate close-the-loop action around both focused and expansive projects.
  • Experience with customer support data and analytics systems.
  •  Superior communication skills; verbal, written, and interpersonal skills; able to listen effectively to solve problems, anticipate issues, and make effective decisions
  • Ability to embrace change, manage responsibilities, and create efficiencies
  • Ability to proactively prioritize responsibilities with proven time management skills
  • Capable and willing to learn new systems and processes


Why Phillip Jeffries?

 

As a purpose-driven organization, we truly believe that where you work matters. We are committed to creating an organization with a higher purpose, a place where our talented team can truly flourish. Phillip Jeffries believes in creating an environment with opportunities to grow personally and financially, offering volunteer opportunities that support our community and environment as well as extending a rich benefits package to care for our most valuable assets, our team.


Compensation Benefits:

  • Competitive salary
  • Company bonus program
  • Annual Cost of Living Increase
  • Retirement Plan - company automatically contributes approximately 10% of your annual compensation


Health Benefits:

  • Medical Coverage – low cost to the employee ($20 per month)
    • Spouse/ Domestic Partner/ Civil Union Partner Coverage
    • Family Coverage
  • Health Reimbursement Account (HRA)
  • Prescription Plan
  • Dental and vision coverage
  • Tax advantages through Flexible Spending Accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars


Other PJ Perks & Benefits:

  • 18 Paid days off per calendar year
  • 10 Paid holidays
  • Detailed onboarding plans that outline 30/60/90 goals and trainings.
  • Earn Paid time off for community service - Up to 3 days per year
  • Employee Discount on PJ Wallcoverings
  • Hybrid work schedule


About Us:

Phillip Jeffries, the world’s leader in natural, textured and specialty wallcoverings, has been providing award winning designs to the architectural and interior design community for over 40 years.  With a diverse collection of product, Phillip Jeffries has provided luxury goods that grace the walls of properties such as the Wynn Hotel in Las Vegas and the Barney’s New York stores as well as luxurious homes throughout the world. To learn more about Phillip Jeffries, please visit us at www.phillipjeffries.com.

 

Phillip Jeffries is an Equal Opportunity Employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.

Thank You

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  • Location
    Fairfield, New Jersey
  • Department
    Customer Experience
  • Employment Type
    Full Time
  • Minimum Experience
    Manager/Supervisor