Introduction to workwarp and the Role
workwarp is a dynamic and innovative company that is passionate about delivering exceptional customer experiences. We are now seeking an experienced and passionate Executive Customer Relations Assistant Manager to join our team. This is an exciting remote opportunity that offers a unique chance to work with a talented team of professionals who are dedicated to driving success and growth. As an Executive Customer Relations Assistant Manager, you will play a critical role in ensuring that our Executive Customer Relations team members are executing strategy and taking timely and appropriate action to resolve customer issues, rebuild, and retain customer relationships.
Key Responsibilities
In this role, you will be responsible for a wide range of duties, including:
- Ensuring that Executive Customer Relations team members are executing strategy and taking timely and appropriate action to resolve customer issues in order to rebuild and retain the customer relationship.
- Serving as the escalation point for ECR team members for assistance with handling and resolving the most complex or sensitive situations by applying deep expertise, sharing ideas, and recommendations supported by data.
- Analyzing workload to make appropriate case assignments and monitor productivity while providing proactive case guidance and real-time support to the team.
- Providing business partner and leadership trend data regarding customer pain points and preparing Case Summaries to update appropriate Executives and other business stakeholders of case details and resolution, as appropriate.
- Managing, coaching, and mentoring to ensure the team is representing the Lowe's Executive office in an appropriate manner, maintaining Lowe's integrity.
- Maintaining consistent execution, meeting quality standards of performance while delivering key operational metrics which are compliant with company and regulatory requirements, identifying back-up staff when necessary.
- Performing Case Audits to ensure the appropriate level of urgency is being used, engaging any other teams needed for support, while maintaining communications with the customer with the focus on customer retention.
- Assisting in the development, reporting, and review of metrics to drive performance, identify trends, and develop/implement process improvements, escalating issues and proposed solutions as appropriate.
- Developing, negotiating, and communicating offers for compensation and final resolution to customers and taking appropriate action to mitigate any dissatisfaction (e.g., product and expedited services, appeasements) while maintaining a professional, courteous, and caring attitude.
- Maintaining consistent execution, meeting standards of quality performance while delivering key operational metrics which are compliant with company, Better Business Bureau, Attorney General, and other regulatory requirements.
- Representing Lowe's Executive Office with all communications with customers by conducting business professionally at all times, both verbally and in writing.
- Managing the Executive Customer Relations time off pool to ensure compliance with staffing requirements and maintain optimal service levels.
- Serving as the Manager on Duty across the team on a scheduled rotation.
- Escalating high-priority issues or risks when appropriate.
Essential Qualifications
To be successful in this role, you will need to have:
- A High School Diploma or GED.
- 3-5 years of Customer Service Experience.
- 1 year of Contact Center Experience.
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- Previous experience in a leadership or management role.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks.
Skills and Competencies
To excel in this role, you will need to possess a range of skills and competencies, including:
- Strategic thinking: the ability to think critically and develop strategic plans to drive success.
- Leadership skills: the ability to lead, motivate, and inspire a team of professionals.
- Communication skills: excellent verbal and written communication skills, with the ability to communicate effectively with customers, team members, and stakeholders.
- Problem-solving skills: the ability to analyze complex problems and develop effective solutions.
- Time management skills: the ability to prioritize multiple tasks and manage time effectively.
Career Growth Opportunities and Learning Benefits
At workwarp, we are committed to helping our employees grow and develop in their careers. As an Executive Customer Relations Assistant Manager, you will have access to a range of training and development opportunities, including:
- Leadership development programs: designed to help you develop the skills and knowledge you need to succeed in a leadership role.
- Mentorship programs: pairing you with an experienced mentor who can provide guidance and support.
- Training and development courses: a range of courses and workshops designed to help you develop new skills and knowledge.
Work Environment and Company Culture
At workwarp, we are proud of our company culture and work environment. We believe in:
- Teamwork: we work together as a team to achieve our goals and drive success.
- Innovation: we encourage innovation and creativity, and provide the resources and support you need to develop new ideas and solutions.
- Customer focus: we are passionate about delivering exceptional customer experiences, and we expect all our employees to share this passion.
Compensation, Perks, and Benefits
We offer a competitive salary range of $58,100.00 - $96,900.00 annually, as well as a range of perks and benefits, including:
- Comprehensive benefits package: including health, dental, and vision insurance, as well as a 401(k) plan and other benefits.
- Flexible working arrangements: we offer flexible working arrangements, including remote work options, to help you balance your work and personal life.
- Professional development opportunities: we provide a range of training and development opportunities to help you grow and develop in your career.
Conclusion
If you are a motivated and customer-focused professional who is looking for a new challenge, we encourage you to apply for this exciting opportunity. As an Executive Customer Relations Assistant Manager, you will play a critical role in driving success and growth, and will have the opportunity to develop your skills and knowledge in a supportive and dynamic environment. Don't miss out on this opportunity to join our team and take your career to the next level. Apply today!
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