• New Haven, CT, USA
  • Full Time

  • Do you believe that customer experience should be consistently remarkable?
  • Do you have the drive and vision to build a department?
  • Are you analytical, yet charming enough to get buy-in?
  • Are you confident that you can lead a team to execute world-class customer service?

Customer experience is not something that companies typically emphasize in our industry. At BENDER it is core to our business. We are building a team that is laser-focused on creating a seamless customer experience that our clients will rave about.

We are seeking a manager to create an amazing customer experience in our 5 showroom locations. You will lead and inspire our greeters and customers service reps who will be instrumental in shaping the department, its policies, processes, and ongoing growth. You will also create processes and policies for our showroom staff. We want to make sure that when someone walks into a BENDER showroom, that they have the same HIGH-QUALITY experience from the way they are greeted walking in to the final delivery of their products.

Candidates must have a track record and passion for creating fantastic customer experiences, someone who knows what world-class customer service looks like and will be the driving force behind an amazing team.

 Essential Job Functions:

  • Work with our existing staff to lead and inspire them to create an amazing customer service experience.
  • Hire, coach, lead, and inspire new Customer Service Reps creating a team of highly engaged teammates who will understand their significant impact on the business, the customers, and BENDER teammates.
  • Evaluate the current customer experience and where and how to raise the bar. This may spill over to the website and call center.
  • Empower team to live and embody our core values and behaviors in order to affect a superior customer experience:
    • Solve the problem efficiently:  Work Hard/Work Smart
    • Make it personal: Treat the Company As Your Own
    • Inspire customer loyalty: We Assist Customers with Enthusiasm
    • Listen carefully: Treat Everyone with Respect
    • Emphasize our effort: Do the Right Thing
  • Define and own customer engagement experience including, but not limited to:
    • Locating product
    • Scheduling deliveries
    • Facilitating returns/replacements
    • Customer escalations and complaints
  • Prepare training materials and train new hires creating the BENDER brand customer experience
  • Plan and manage the Customer Service Reps' schedules
  • Report on team metrics
  • Identify areas for process improvements and help implement changes
  • Collaborate with Department, Branch, and Executive Leadership
  • Handle escalated customer service cases
  • Develop new customer service policies
  • Perform quality assurance checks and audits to ensure standards are met

 Job Requirements:

  • Bachelor's Degree or equivalent with 3-5 years' experience working in a customer service management role with a track record of improving customer experience and generating customer loyalty with passion for a customer-first approach
  • Proven track record of building up a department
  • Experience working with cross-functional teams (Operations/Sales/Admin)
  • Experience creating strategic and operational initiatives within customer experience
  • Excellent communication skills with a natural ability to diffuse tense situations
  • Extremely detail-oriented
  • A strong desire to be best in your field
  • Excellent customer service skills

One Year Goals and Expectations:

  • Lead, develop, coach, train, and support Customer Service representatives
  • Evaluate, understand, and assess how customers are experiencing BENDER customer service
  • Define the customer experience that matches the BENDER brand, our core values and behaviors
  • Develop, deliver, and monitor key performance indicators and metrics to measure the effectiveness of the customer experience and impact of process changes and training initiatives
  • Evaluate data and trends to identify improvement opportunities, associated issues and risks.
  • Facilitate cross functional feedback, personnel training and new process implementation to achieve desired results
  • Inspire a culture of "best in class" customer experiences, with continual improvement with a sense of urgency, accountability, and ownership

 BENDER is a fourth generation, family grown company born and raised in CT. We have evolved into one of the largest retail purveyors of attainable luxury in decorative plumbing, kitchen and bath cabinetry, lighting, tile & stone. Our purpose is the difference we make'We deliver creative solutions for comfortable living.

 Apply to be a part of an established, well-known, respected and growing company that believes the work we do that matters. We ARE leading and changing the industry.

 BENDER has a GREAT company culture and AWESOME benefits:

  • Competitive compensation
  • Medical/vision/dental benefits
  • 401(k) with a company match
  • PTO and Paid Holidays
  • Company Paid Basic Life Insurance
  • Company events (2019 events included a day at Holiday Hill for the family and a holiday party for employees)
  • Business casual office dress code
  • Employee discount program (Discount program on thousands of brands)
  • Friday morning company meetings for sharing and learning
  • Quarterly conversations with your manager to ensure you are heard and getting feedback
  • Work in a beautiful showroom environment with homeowners, designers, builders, etc.

Apply here now. Interviews are currently underway.

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