RAM Windows is an exciting and rapidly growing manufacturer and distributor of residential and commercial windows and doors.  Since 1978, RAM has been the premier aluminum window and door manufacturer in Texas.  Today, RAM is aggressively growing both their physical footprint (i.e., having expanded into Dallas and Austin) and their menu of product offerings.  The Company has seen rapid growth in customer demand and is positioned in three of the hottest housing markets in the country.  The Company is seeking aggressive, hardworking, and motivated individuals to support the existing and planned growth.

　　• Function: Customer Experience Manager

　　• Location: Houston, TX

　　• Employment: Full Time - Permanent

　　• Product or Industry Knowledge: Preferred

　　Compensation: $80,000-$100,000 DOE

　　The Customer Experience Manager will use their leadership and planning skills to refine and expand on existing processes associated with the company’s post-delivery customer care.  Specifically, this individual will have immediate oversight of the company’s warranty and repair department, which is responsible for responding to internal and external requests for service of products, scheduling internal and external resources to respond to such calls, validating satisfactory resolution, and communicating throughout the lifecycle of such requests. Additionally, the Manager will collect data, report on KPIs, and propose / implement solutions to ongoing customer experience challenges.

　　The Manager’s role will be responsible for their teammate’s success, building a rapport with their team members, customers, and third-party service providers with the goal of leaving a positive lasting impression of RAM in all serviceable markets.    The candidate should be passionate about people, quality, and continuous improvement.   The role includes:

　　Oversee the warranty and repair team, which is the primary point of contact for internal and external customers seeking service on delivered products.

　　Manage customer contacts (tracking, escalation, dispatch, closure rates).

　　Create goals to improve customer experience.

　　Meet with executives and department heads to discuss potential plans and initiatives to implement.

　　Conduct research to find out more about customer behavior and preferences.

　　Build a streamlined customer experience.

　　Build a unified team experience with Field Service Team

　　Provide technical training for customer service team.

　　Create and prioritize work schedule for Field Service Team.

　　Support Field Service team to ensure a great customer experience.

　　Identify opportunities to increase customer satisfaction and build brand loyalty.

　　Execute on initiatives that support immediate (less than one business day) responses.

　　Track service KPIs including time to respond, time to close and other KPIs as appropriate.

　　Collect and analyze data to make well-informed business decisions.

　　Gather feedback, such as surveys, from customers to learn more about their experience with the company.

　　Motivate team members to meet company goals and push for success.

　　Develop a teammate-oriented company culture that emphasizes quality, continuous improvement, teammate retention, development, and recognition, in addition to high performance.

　　Lead with excellence and foster a high-performing team, develop your direct reports through advocacy, coaching, mentoring, and training.

　　Create a team environment that promotes collaboration and cohesion within Service and Sales Departments.

　　Act as a point of contact for escalated customer concerns and make executive decisions during customer interactions to ensure the customer receives the highest level of satisfaction while maintaining integrity of business needs and profitability.

　　Develop and maintain a process for sustaining customer satisfaction scorecard or survey.

　　Track all survey results and follow up with teammates or customers when appropriate.

　　Resolve concerns that customers express swiftly and with empathy while involving supporting departments when necessary.

　　Provide process improvement initiatives after identifying patterns and root causes of ongoing issues.

　　Other duties as assigned.

　　Educational Requirements:

　　Bachelor’s Degree Preferred

　　Qualifications:

　　Exceptional communication skills; active and empathetic listening.

　　Possesses a strong sense of urgency.

　　Excellent de-escalation skills.

　　Ability to accept and provide feedback.

　　Ability to excel in a fast-paced environment.

　　Excellent verbal and written communication skills.

　　Experience:

　　2+ years direct management of others required.

　　At least 3 years of experience working in service-related field.

　　At least 3 years of direct customer service experience required.

　　College degree preferred.

　　Job Type: Full-time

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