Hybrid Customer Experience Manager bei Revels Turf & Tractor LLC

Description

Position: Customer Experience Manager

Department: Revels Technical Assistance Center (RTAC)

Reports To: Chief Executive Officer

Location: Fuquay-Varina

Position Summary:

We are seeking a Customer Experience Manager to lead and manage the day-to-day operations of our technical call center dedicated to John Deere Golf and Turf equipment. This position is responsible for ensuring a high level of customer satisfaction by overseeing all customer interactions related to service and parts inquiries, resolving complaints, and implementing process improvements that enhance the overall customer experience.

Key Responsibilities:

• Manage the operations of the technical call center to ensure timely and effective support for service and parts-related customer inquiries.
• Handle and resolve customer complaints with professionalism and urgency, ensuring a positive resolution.
• Determine whether customer issues can be resolved over the phone or coordinate with responsible service department to create work orders and set up service calls.
• Serve as a liaison between customers and internal service/parts department to facilitate clear communication and efficient solutions.
• Monitor and analyze call center metrics and customer feedback to identify trends, address issues, and implement improvements.
• Train, coach, and support call center staff to deliver exceptional service and maintain product knowledge.
• Develop and implement standard operating procedures and best practices to enhance the customer experience.
• Collaborate with leadership to ensure alignment with dealership goals and customer service standards.
• Maintain strong knowledge of John Deere Golf and Turf equipment to effectively support customer needs.

Requirements

Qualifications:

• Proven experience in customer service, call center operations, or dealership environment (equipment or automotive required).
• Strong problem-solving skills and the ability to manage difficult customer interactions with professionalism.
• Excellent communication, leadership, and interpersonal skills.
• Knowledge of John Deere equipment or other heavy equipment brands is a strong plus.
• Ability to manage multiple priorities in a fast-paced environment.
• High school diploma or equivalent required; associate or bachelor’s degree preferred.

Working Conditions

• General office environment
• Activities may also be carried out in an outside equipment yard and a mechanical shop environment

Physical requirements

• Must be able to complete various activities in the work area that may require lifting, standing and carrying, bending, stretching, kneeling, squatting, and sitting for extending periods of time
• Must be able to move up to 25 pounds at a time