Customer Experience Manager

Customer Experience Manager
Located in Beltsville, MD, PCM Services is a local leader in the delivery of building services. We are looking for a highly motivated candidate to join our team and focus on creating an exceptional Customer Experience. This role will give you the opportunity to work directly with our customers on a day-to-day basis via phone and email.
Our Customer Experience Managers capture and understand our customers’ needs and ensure that they are kept at the center of our operations. The position will give you an opportunity to interact with all aspects of the customer life cycle and is an integral component of our operating teams.
Near term priorities:

• Develop relationships with your team and understand operating cadence of the Service Lines you support.
• Understand PCM’s culture of service and how to engage with other PCM team members.
• Understand PCM’s core values and mission statement and how your role plays into the overall company strategy.
• Learn core operating principles of role and operating system.

Ongoing Responsibilities:

• Work directly with Division Manager and Project Managers to ensure service schedules are proactively communicated to customers.
• Coordinate schedule changes with Operations, Customer, and Office teams.
• Notify Operations of any outstanding work to be completed and coordinate completion with Operations Team.
• Ensure scheduling of work meets the needs of the Customer.
• Adjust schedules as necessary to meet Customer requirements.
• Notify Customers of work completion and ensure work meets Customer’s expectations.
• Resolve service or scheduling issues as they arise.

Skills and Abilities:

• Superior interpersonal and communication skills (oral and written).
• Ability to effectively manage conflict and develop “win-win” solutions.
• Organized, able to multi-task, able to facilitate processes under tight deadlines.
• Proactive problem-solving abilities.
• Demonstrated ability to work independently.
• High level of attention to detail.

Minimum Qualifications:

• 2-year college degree in a business or a related field, or an equivalent amount of professional experience.
• 1-3 years of experience interacting with end product or service users.
• Ability to use the full Microsoft Office suite.

We Offer:

• Competitive annual salary of $50,000 to $60,000 based on experience.
• Eligibility for annual performance bonus.
• Comprehensive benefit package, including medical, dental, vision, life & disability insurance, flexible spending accounts & more.
• Generous paid time off, including holidays.
• Tuition reimbursement
• Business casual work environment

Education:

• Associate (Preferred)

Experience:

• Microsoft Office: 2 years (Required)
• Customer Service: 3 years (Preferred)

Work Location: Hybrid

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year