Mgr, Customer Experience
Company: Eckerd Kids (Eckerd Youth Alternatives, Inc)
Posted on: March 20, 2023
If you are unable to complete this application due to a
disability, contact this employer to ask for an accommodation or an
alternative application process. Mgr, Customer Experience Full Time
Management Philadelphia, PA, US 2 days ago Requisition ID: 5943
Working with us takes a certain kind of person; we want someone who
identifies with our values and is willing to challenge themselves
both personally and professionally. We seek employees who are
passionate about serving and - making a - difference in the lives
of others . Make more than a Living, Make a Difference
- Low-Cost Medical, Dental and Vision Insurance
- 19 days of Paid Time Off the first year
- 11 paid holidays
- Retirement savings plan with employer match up to 5%
- Flexible spending accounts
- Paid short-term and voluntary long-term disability
- Group Term Life and AD&D Insurance
- Voluntary term life insurance Position ConceptThe Manager of
Customer Experience tracks all points of customer engagement,
addresses customer queries, and identifies ways to improve our
customer services. They will manage the strategic design,
implementation, and optimization of customer experience programs
and initiatives that ensure a best-in-class customer
- Directs activities to research best practices, establish
metrics, and collect and analyze customer data and feedback.
- Supervise, train, and assist staff in customer service, center
maintenance and program promotions.
- Establish and maintain a positive staff culture, with focus on
performance management, education, and constant improvement of the
- Tracking customer experiences across online and offline
channels, devices, and touchpoints.
- Maintain a team-wide focus on outfitting every customer so that
they can have the best possible experience during and after the
- Lead staff communication efforts, including staff meetings and
daily huddles, to ensure that staff and leadership are aware of new
initiatives, success stories, upcoming events, training programs,
- Aligning customer experience strategies with outreach
initiatives, as well as finding creative ways of informing
customers about new program offerings.
- Identifying customer needs and taking proactive steps to
maintain positive experiences across typical and non-typical career
- Responding to customer queries in a timely and effective
manner, via phone, email, social media, or chat applications.
- Communicate regularly and collaborate with Site Administrator
and other unit Manager/Directors.
- Analyzing customer feedback on programs and new initiatives, as
well as preparing reports.
- Documenting processes and logging technical issues, as well as
customer compliments and complaints.
- Other duties as required and directed by the Site
Administrator.Other Duties Include, But Not Limited To
- Report any acts, incidents or conditions that reflect the
possibility of inappropriate participant-to-participant or
- Report any use of physical force and all unusual incidents per
Eckerd policy and state guidelines.
- Participate in professional development to ensure continuous
process improvement and best practices.Position
SpecificationsEducation: Bachelor's Degree required, from an
accredited college or university in marketing, communications,
advertising, business management, or in a related field.Experience:
At least 5 -years as a customer experience specialist, or a similar
customer support role required. 1+ years of supervisory experience
is required. -Knowledge/Skills/Abilities: Extensive experience in
gathering and interpreting customer experience information. Solid
knowledge of online customer engagement platforms and channels.
Demonstrated proficient in using Microsoft Office applications
Ability to maintain a leadership role with excellent verbal and
written communication skills. Exceptional interpersonal skills and
a client-centered approach. Great organizational and time
management abilities. Superb communication, collaboration, and
problem-solving skills.Other: Must meet state criminal background
check requirements.Travel: Must be able to meet requirements for
Eckerd Connects' Auto. Must be able to drive for business purposes
and meet Eckerd's driving requirements, local regional travel is
10% to 20% of the job.Physical Demands: Ability to sit at desk for
long periods of time and tolerate extended periods of data entry.
The environment is an open office/classroom type facility that is
reasonably clean and comfortable. The incumbent is in a
non-confined setting in which he/she is free to move about. The
position requires that the incumbent spend time writing, typing,
speaking, listening, lifting (up to 25 pounds), carrying, seeing
(such as close, color and peripheral vision, depth perception and
adjusted focus), sitting, pulling, walking, standing, squatting,
kneeling, and reaching. Must be free of communicable diseases as
required by the state and to the extent that knowledge is
attainable under the law.*This job description is intended to
describe the general nature and level of work being performed by a
person assigned to this job. It is not to be construed as an
exhaustive list of all job duties that may be performed by a person
so classified. About Our Workforce Programs: Eckerd Connects
provides Workforce Innovation and Opportunity Act (WIOA) services
through contracts with the U.S. Department of Labor and local
workforce boards, partnerships, and strategies to provide and
create a career pathway for youth, adults, and dislocated workers.
Training services include occupational skills training, customized
training, on-the-job training, incumbent worker training, and
transitional employment opportunities. We provide youth with
development, academic instruction, career & technical education,
and access to the 14 WIOA Youth Elements. We establish and develop
relationships and networks with large and small employers and their
intermediaries as well as develop, convene, or implement industry
or sector partnerships. Our Program Location: Eckerd Connects -
Workforce Development - 3901 Market Street, 2nd Floor -
Philadelphia, PA 19104 Connect with Us Video: -
https://www.youtube.com/watch?v=H0Qtn-KpLpc&t=2s Eckerd Youth
Alternatives, Inc. ("Eckerd Connects") considers all qualified
applicants for employment without regard to race, color, religion,
sex, sexual orientation, gender identify, national origin, age,
disability, or status as a protected veteran. Eckerd Connects is a
drug-free workplace and utilizes E-verify to confirm employment
Keywords: Eckerd Kids (Eckerd Youth Alternatives, Inc), Philadelphia , Mgr, Customer Experience, Other , Philadelphia, Pennsylvania
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