CUSTOMER EXPERIENCE MANAGER

GATEKEEPER SYSTEMS, INC.

Foothill Ranch, CA

Gatekeeper Systems stands proudly as the foremost global leader in retail loss prevention, operations management, and analytics, with our headquarters based in Foothill Ranch, California. We maintain a strong presence across the globe, with offices in the UK, Australia, China, Hong Kong, Germany, France, and Canada, fostering a diverse team of over 450 talented employees. Over the past 25 years, Gatekeeper Systems has been at the forefront of the industry, demonstrating our commitment to excellence through cutting-edge technologies and unparalleled customer service.

Join us on our journey as we continue to revolutionize the retail sector, providing innovative solutions and services that redefine industry standards.

ROLE SUMMARY

Oversees, manages, trains, and advances the Customer Experience team of Gatekeeper U.S. in alignment with Gatekeeper Systems Inc.'s global mission as a leader in intelligent loss prevention strategies. Responsible for developing and implementing effective client solutions that prioritize customer experience, model and instill Company values, drive exemplary performance, and compel team success.

WHAT WE OFFER...

Join the team at Gatekeeper Systems and watch your career grow! We offer competitive compensation and benefits packages that include:

• Attractive Total Compensation Package
• Flexible hybrid work schedule
• Comprehensive healthcare benefits including medical, dental, and vision coverage; Life/ADD/LTD insurance; FSA/HSA options.
• 401(k) Plan with Employer Match
• Generous Paid Time Off (PTO) policy
• Observance of 11 paid company holidays

ESSENTIAL JOB FUNCTIONS; but not limited to:

• Prioritize customer experience to effectively generate business solutions.
• Develop and implement strategies to enhance the overall customer experience.
• Handle customer inquiries and complaints in a timely and professional manner.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to implement customer-focused initiatives.
• Train and mentor staff on customer service best practices. Push team development and career advancement.
• Manage the Customer Experience team and Supervisors. Onboarding new team members and disciplining/terminating team members.
• Track monitor monthly call volume targets, as well as aging and response time targets.
• Monitor key performance indicators related to customer satisfaction and retention
• Implement customer feedback mechanisms to gather insights and measure satisfaction levels.
• Drive initiatives to improve customer loyalty and advocacy.
• Stay up-to-date on industry trends and best practices in customer experience management.
• Continuously seek opportunities to innovate and enhance the customer journey.
• Work in unison with Account Managers to request updates to Customer cards, Install cards & site plans

QUALIFICATION REQUIREMENTS

The requirements listed below are representative of the knowledge, skill and/or ability required.

• Exemplify excellence in professionalism in all aspects of day-to-day duties and responsibilities
• Communicate warmth, understanding, adaptability, and helpfulness when interacting with all internal and external contacts
• Advocate for team needs while aligning with business purposes and leadership strategy
• Prioritize solutions, performance, and results
• Demonstrate self-awareness and openness to learning about personal effectiveness in the workplace and on teams
• Exhibit a cheerful, positive, loyal, team-member attitude toward the purposes, programs, policies and goals of Gatekeeper Systems
• Respect lines of communication and internal protocols
• Constantly strive to improve performance, effectiveness of the team, and ultimately the Company
• Demonstrate exemplar attention to detail, organization, follow-through and project management
• Own all assigned tasks
• Initiate communicating effectively through other people at all levels of the Company
• Carefully attend to details, time management, confidentiality and discretion, and promptness in response times

EDUCATION AND/OR EXPERIENCE

• 3 - 5 years leading customer service team
• 5 - 10 years prior related customer relations experience
• Demonstrated ability to develop solutions under pressure, with reassurance, calmness, and clarity
• Bachelor's degree is preferred
• Experience in a technical or manufacturing environment is highly desirable.
• Metrics and Data-Driven with a known effective ability to train and guide teams toward data-based solutions
• Strong communication skills, ability to multi-task and ability to retain training knowledge to work independently are a must. Computer skills, including software used in this office (Navision, Word, Excel, PowerPoint, Outlook, Smartsheet)

DISCLAIMER

This Job Description is a general overview of the requirements for the position. It is not designed to contain, nor should it be interpreted as being all inclusive of every task which may be assigned or required. It is subject to change, in alignment with company/department needs and priorities.

Gatekeeper Systems, Inc., is an equal opportunity employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture, and background. We strongly encourage applications from candidates who demonstrate that they can contribute to this goal. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any protected basis.