Membership Experience Manager (2 days Remote / 3 in-office)

Customer Relationship Manager- Member Experience

Opening for a Customer Relationship Manager- Member Experience at company in Blue Lagoon area. This is a customer service oriented role, providing exceptional service specifically for owners of a nationwide business chain. And addresses their inquiries directing them to the resources for operational needs, ensuring a seamless experience. The Manager is hands-on, leading a team and initiatives. This position offers an opportunity to work in a fast-paced environment while contributing to the success of a multi-billion dollar service business.

Location : Blue Lagoon

Schedule : 2 days Remote & 3 In-office (after 90 day training period)

Hours : Mon-Fri 8 : 30-5 : 00

Salary : $80,000-$90,000

Bonus : up to 15%

Benefits : majority of Medical paid for Employee; generous Holidays (10 days) and Paid PTO (18 days), 401k and other Insurances available. Free Parking for when in-office.

Company and Role Overview : This reputable organization is an entity under a corporate umbrella to a well-known nationwide chain. This role is ideal for a professional with Call Center or Customer Support experience maintaining business relationships and stellar service, and Managing a team.

Keys to this Role :

5 yrs of Call Center experience; with Supervisory / Lead of small team

Service Provider Industry (Quick Service Restaurant, most ideal)

Customer Support focused (this is not sales)

Bachelor's degree in Business Administration or any related field

Proficiency with English oral and written skills

Member Experience Manager, Oversees the departments day-to-day responsibilities while also performing the functions hands-on. Responds promptly to franchisee owner inquiries via phone, email, and other communication channels; Instructs members on website resources regarding, equipment and / or repairs, supplier relations, employee applications and other inquiries; Provides detailed information about available services and offerings to franchisees. Onboards new franchise owners by facilitating a virtual overview of the on-line support services available.

Manages, handles and troubleshoots escalated or special needs efficiently, assisting team with problem solving; Follows up on unresolved issues to guarantee timely solutions; Collaborates with various departments to ensure franchisee needs are met effectively; Ensures department records of interactions are maintained according to compliance.

Oversees 5-7 staff, monitoring individual employee performance targets and department productivity to meet overall goals; Coordinates activities, rolls-out new or seasonal initiatives, provides continuous guidance on tools and training, identifies opportunities on efficiencies; engaging team focus on best class customer service for member experience.

Serves as the primary contact for department, corresponding and responding to information requests from managers and executive leadership; updates a reference log for on-going data requested or special initiatives to expedite response time; creates reports and presentations for internal business review.

Requirements

Proven experience in call center customer service or member support roles.

As a manager, supervisor or department Sr. Lead

Exceptional problem-solving skills with a focus on customer satisfaction

Bachelor's degree in Business Administration or any related field

Proficiency with English oral and written skills

Adept to CRM database software, and proficient with Microsoft Office