West Shore Home is growing at an explosive rate! To do so, we must operate at an above average pace to meet our mission of Bringing Happiness to Every Home. We are goal oriented and take extreme ownership of our work. Our vision is to be the most admired U.S. home improvement brand. West Shore Home operates at its best when every employee works to achieve their individual potential. To facilitate this, West Shore Home provides the structure and support to challenge you as you grow professionally, provides fair compensation as you progress in your career, and offers tools to achieve personal satisfaction.
As a Customer Experience Manager (CEM), you will report to the Corporate Director of Sales, and you will work closely with the inside sales team and the local sales teams at each branch.
KEY ROLE ACCOUNTABILITIES
The Customer Experience Manager will be responsible for cultivating outbound business after an original appointment or sale is completed. You will help save as many leads as possible after the initial appointment is unable to earn the business of the customer. You will be responsible for connecting quickly with the customer over the phone and earning their business. You will take warm outbound leads from the inside sales team and connect with customers to discuss their project and answer any questions they may have. Your role will be crucial to the business because it affords us the ability to save leads that did not result in a successful sale during the first contact, without pulling any members of the local sales team away from running new leads. The ability to save leads in this manner will provide the company with a second opportunity to generate revenue with the proper resources.
Once you are on the phone, you will work with customers and create revised proposals virtually to close the project with the customer. You must be able to connect over the phone and provide all the detailed information the customer needs to feel comfortable with the product and company. You must be able to understand why the customer decided not to pursue during the original appointment and help them understand why West Shore Home is the best choice for their project. To accomplish this successfully, you must understand the West Shore Home sales system and the hybrid virtual selling methods employed by West Shore Home.
You will need to keep accurate notes and compile relevant data pertaining to your calls. This will allow you to work closely with the corporate director of sales to build a successful program that helps the company save leads after the original appointment is unsuccessful. Your ability to help develop this program will be critical in helping ensure the continued long-term success of West Shore Home. You will need to work to hit all monthly budget goals to ensure the company can maintain all the necessary revenue goals. Your ability to excel in this role will help the company hit revenue targets, while providing more time for the local sales teams at each branch to focus on new leads.
WHAT SUCCESS LOOKS LIKE
As a successful West Shore Home Customer Experience Manager, you will be able showcase all West Shore Home products with pride and give every customer the best experience imaginable. During the appointments, you will be honest with our customers, sell them realistic products within our scope of work, and perform to the very best of your ability. After showcasing the products at virtual appointments, you will always own the results of every appointment and use unsuccessful appointments as opportunities to learn and grow. A successful West Shore Home Customer Experience Manager is looking for every opportunity possible to improve their skills and own their craft. It will be important for you to provide constant feedback and work closely with the Corporate Director of Sales to help enhance this program. You must be an exceptional teammate to deliver the necessary feedback to improve the overall revenue generating ability of the company.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
- Non-Exempt/commission-based role with varying hours depending on customer needs.
- Some evenings and weekends will be required.
- Travel to some customer homes in your existing market may be required although it would be rare.
- Must be able to sit and use office equipment (computer, mouse, phone, etc.) for extended periods of time.
- Must be able to wear headset for extended periods of time.
- Ability to lift and carry sales kits periodically.
- Must be able to drive personal vehicle to and from job/appointment sites when required although it will be rare.
- Ability to maintain driver’s license and be insured under company’s policy.
- Ability to work outside in various weather conditions periodically, including rain, snow, and very high or low temperatures.
- Ability to occasionally work in a customer homes within a 90 minute driving radius from the business address.
MINIMUM ROLE REQUIREMENTS
- Excellent verbal and writing skills, particularly email communication.
- Willingness to work independently.
“It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.”