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 years 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 :