Customer Experience Manager (Bronx) New York City

Customer Experience Manager
FlatRate Moving® is an industry leading moving company offering solutions for local, long distance, international, and commercial moves. We provide the highest quality of service to our customers and consequently we command respect in our industry and achieve five star reviews. This is because we thrive on maintaining a friendly, energetic and collaborative working environment as we understand that motivated and rewarded employees will be dedicated to our valued customers.

FlatRate Moving is looking for an experienced Customer Experience Manager with a strong background in customer service to lead our Customer Service Department and dedicated Customer Service Representatives.

Responsibilities include but are not limited to:
• Work in close collaboration with internal departments to identify and prioritize customer experience projects;
• Research and provide insight to generate initiatives and proposals that will elevate the customer experience;
• Review and measure the customer's journey and throughout and after their moving experience. Observe and provide feedback where service can be improved;
• Manage and maintain the Customer Service Departments and customer service experience throughout all international branches;
• Generate reports regarding trends and customer service experience;
• Train and evaluate employee performance;
• Ability to work in a fast paced environment; and
• Working closely with Claims and Operations Departments to improve customer experience.

Requirements:
• Bachelor's degree;
• Minimum 5 years of customer focused experience;
• The candidate will possess strong communication, problem solving and leadership skills, and be comfortable interacting with a broad range of customers, partners, and colleagues;
• Experience in implementing customer success; and
• Strong knowledge of Microsoft Office.

Compensation:
Competitive salary.
Benefits include:
Health, Dental, 401(K), Aflac, Education Progam(s) and Paid Vacation.

This role will be a full-time engagement.

To be considered for this position, please submit your resume to samg@flatrate.com with the title of "Customer Experience Manager" listed in the subject line.

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