Customer Experience Manager in Santa Monica, California at The Shade Store

Title: Customer Experience Manager
Location: Santa Monica, CA
Compensation: $60,000.00 - $65,000.00/hour

The Shade Store will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance.

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

The Shade Store is seeking Customer Experience Manager candidates to join our Client Services team.

Ideal candidates have a strong customer service background with a proven ability to resolve complex customer issues with strong problem-solving abilities, while consistently offering empathetic assistance. They excel at collaborating across teams to provide timely solutions and demonstrate exceptional attention to detail. Proficiency in managing customer interactions, documentation, and follow-up is crucial for success in this role. Experience in luxury retail or hospitality operations is a plus.

RESPONSIBILITIES:

• Provide exceptional customer service by handling customer inquiries via phone, email, and text.

• Maintain a customer-centric approach, ensuring each customer feels valued and supported.

• Analyze customer issues using critical thinking, develop effective action plans, and resolve problems in a proactive manner.

• De-escalate and resolve challenging customer service opportunities with empathy, ensuring positive customer experience.

• Accurately document customer interactions and maintain detailed records for follow-up and reporting.

• Collaborate with cross-functional teams to resolve complex issues and provide timely solutions.

• Follow up with customers to ensure their concerns are addressed and provide updates on resolution timelines.

• Continuously improve product knowledge and stay up to date on company policies and procedures.

• Perform other duties as needed to support the customer service team and meet department goals.

WHAT WE ARE LOOKING FOR:

• A minimum of 2 years experience in a customer service role, with frequent customer interactions via phone and email.

• Excellent oral and written communication skills.

• Strong customer-centric mindset, with the ability to maintain a professional demeanor under pressure and meet deadlines.

• Collaborative team player with the ability to work cross-functionally to achieve team goals.

• Proficient in managing Outlook, phone systems, and Microsoft applications, including Word, PowerPoint, and Excel.

• Strong critical thinking, problem-solving, and resolution skills with a proactive, action-oriented approach.

• Ability to work various shift times and Saturdays depending on business needs.

• Experience in industries such as hospitality, healthcare, or airlines is a plus.

WHY WORK AT THE SHADE STORE

We set out to create a company culture that is enjoyable and rewarding, where team members can have meaningful impact. Below are some of the perks and benefits of working at TSS:

• Competitive salary

• Medical Benefits

• 401k with Company Match

• Up to $100k Life Insurance & Short-Term Disability (Employer Paid)

• Legal and Pet Insurance Plans

• Employee Assistance Program

• Product Discount

THE SHADE STORE offer is contingent upon:

• 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 Shade Store provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

ABOUT US: Visit our website at https://www.theshadestore.com/... learn more about The Shade Store and our career opportunities.