Customer Experience Manager

Job Title:  Customer Experience Manager

Department:  Facilities

Reports To:  Director of Facilities

Position Type:  Regular, Full-time

FLSA Status:  Exempt

Pay:   $50,960 per year

Benefits:  Eligible (details below)

Position Description

We are looking for a conscientious Customer Experience Manager to oversee the Customer Experience Coordinators at Goodman. In this role, you will be required to greet and welcome guests, respond to their questions and complaints, manage people and schedules, and ensure that the reception area is professionally maintained. Our goal is to have the front desk staffed with a Customer Experience Manager plus one (1) front desk staff member, from 10 am – 4 pm M-F. Your desk will be a permanent station at the front desk area.

Qualifications

• Bachelor’s degree preferred
• Proficient in front desk software and Microsoft 365
• Excellent written and verbal communication skills
• Strong organizational time management skills
• Good leadership and training abilities
• Customer Service experience

Responsibilities

• Define and implement Customer Experience objectives and procedures
• Respond to guests' complaints and questions while providing an exceptional customer experience
• Hire and train staff
• Conduct performance reviews with staff
• Manage the front desk shift schedules and processes
• Schedule and lead monthly team meetings
• Manage daily setup assignments for custodial team
• Process/approve fitness membership renewals
• Ensure that the front desk and reception area is kept clean and organized
• Maintain front desk office supplies and equipment
• Supervise staff and all Customer Experience activities including bookings, appointments, phone calls and emails
• Manage budgets and records
• Generate reports and feedback for presentation to Director or Facilities and/or the Executive Team

Benefits

• Goodman Community Center offers generous health and dental plans as well as vision, life insurance, short-term disability, a 403(b)-retirement plan, and a team member assistance program
• Free onsite weekday childcare for benefit eligible employees upon hire, pending program availability (ages 3+)
• Free access to on-site Lussier Fitness Center
• Employee discount on room rental
• Generous PTO