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Client Experience Manager

Client Experience Manager

Company 
Bedrock Management Services LLC
Location 
US-MI-Detroit

Position Details

Who We Are

Detroit-based Bedrock is a full-service real estate firm specializing in acquiring, leasing, financing, and managing commercial and residential space. Since its founding in 2011, Bedrock and its affiliates have invested more than $3.5 billion in developing more than 100 properties in downtown Detroit and Cleveland totaling more than 16 million square feet. Bedrock’s real estate portfolio consists of more than 330 office and retail tenants in Detroit’s technology-centric downtown. For more information, visit www.bedrockdetroit.com or engage with us on Twitter @BedrockDetroit and Facebook.

What You'll Do/Need

The Client Experience Manager will be responsible for managing a team that provides exceptional support while helping improve the customer experience.  This individual will address any issues that may arise, balancing the work flow and assist the Director with developing and implementing processes and procedures.  The main goal of the Client Experience Manager is creating a positive and exceptional experience for all individuals parking and visiting our City.

 

Responsibilities

  • Provide coaching, mentoring and technical assistance to the Client Experience Ambassadors in a Call Center environment
  • Provide and maintain training for all team members
  • Communicate all operational or maintenance-related issues to both Team Member’s and Tenants
  • Coordinate with appropriate Garage Manager to address and rectify parking-related issues
  • Monitor Commend calls, phone calls, emails and stats for the quality and efficiency against defines criteria to ensure client satisfaction
  • Problem solve to handle difficult or irate clients to resolve conflicts
  • Be able to delegate duties and responsibilities when needed to balance work flow
  • Assist with the creation of new policies and procedures for the parking team
  • Parking operations support
  • Address time and attendance issues with team members

Requirements

  • Ability to multitask and work well in a fast-paced environment
  • Ability to work a rotating shift, including midnights, weekends, and holidays
  • Available to be on-call 24/7
  • Great problem-solving skills with minimal guidance
  • Strong organizational skills
  • Possess self-motivation and reliability
  • Working knowledge of Microsoft Office Suite
  • Excellent communication skills

Education/Experience

  • One or more years in a Call Center Management type role
  • Previous customer service experience
  • Bachelor’s Degree preferred

 

What You'll Get

  • Excellent benefits package that includes a 401(k) match, medical/dental/vision, and much more
  • Opportunities to participate in professional and personal development programs, including personal empowerment coaching, leadership training and ongoing personal growth training
  • Other incentives, contests and rewards including trips, event tickets, cash prizes and more

Why We're Different

 

Meet the anti-corporate culture of Bedrock, where there's no daunting hierarchy, "boss" is a four-letter word, and if you work hard, you're the one who'll reap the rewards, both personally and professionally. More than any other place you'll work, we’re dedicated to honing your skills, helping you grow and making sure you have plenty of fun while you’re at it.


Bedrock is an equal opportunity employer.

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