The L&R Group of Companies

  • Customer Experience Manager

    Job Locations US-CA-Los Angeles
    ID
    2018-1801
    # of Openings
    1
    Category
    Management
  • Overview

    WallyPark’s success is built upon our motto,“exceeding customer expectations, every time”. Providing our customer with a superior customer service experience and warm hospitality is the primary job function of every WallyPark employee. Each employee plays a specific role in ensuring our success. As a Customer Experience Manager your specialty will be ensuring that we stay true to our motto. You will work with the executive team to monitor and improve the quality of our service product.

     

    We are one of the fastest growing parking companies in the nation. We believe that we’re all responsible for each other’s professional and personal growth, and we work hard to create an environment where our team will flourish. Employees who shine will always have opportunities to take on increased responsibilities and to grow professionally.

     

    WallyPark is proud to offer: 

     

    • Competitive Wages
    • Tremendous career advancement opportunities due to a strong presence all across North America
    • A comprehensive benefits package with company training, paid holidays & vacation, medical & dental, and 401(k) savings plan
    • Cutting-edge training

     

     

    Qualifications

    • A College graduate or in lieu of degree equivalent education, training, and work experience.
    • The person that everyone wants on their team!
    • A motivated person with initiative and drive to accomplish and overcome challenges.
    • A person with pride and passion for what they/we produce.
    • Must have excellent written and verbal communication skills.
    • Someone who isn’t afraid of technology. Most of your work will be completed using a computer. At a minimum, you should have plenty of experience and knowledge in the use of the MS Word, MS Excel, MS PowerPoint, MS Outlook and navigating web browsers.
    • Ability to type at a productive rate of speed to assist customer in a “live-chat” environment.
    • POSITIVE, energetic, kind, sincere, adaptable and eager to learn every single day. Driven by an entrepreneurial spirit.

     

     

    Responsibilities

    • Deliver above-and-beyond customer service through phone, email, live-chat, social media, and in person.
    • Work with the team to come up with ways to improve our service, streamline our processes, and better serve our customers.
    • Identify and address trends that negatively and positively impact the customer experience.
    • Master our internal management systems, such as: FreshDesk, Zingle Text Service, RCS Software, Online Training Platforms, and Online Survey Review.
    • Channel customer suggestions/insight to all areas of the business such as Information Technology, Marketing, Operations, and Executive Management.
    • Assist and facilitate with the resolution of customer service cases.
    • Identify areas of improvement and assist in the development of training initiatives and process changes to facilitate corrective action.
    • Conduct site audits and in-person quality of service surveys.
    • Provide support in the development of internal communication assets that reinforce training and process improvement.
    • Support the sales team by providing excellent customer service to corporate accounts

     

     

     

     

    L&R Group of Companies is an equal opportunity employer (EEO) and will hire and promote for all job requisitions fairly without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability or genetic information; all of which that are protected by federal and state law. No harassment or forms of retaliation against any employee or applicant based on these characteristics will come about if an individual chooses to exercise their EEO rights.

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