Customer Experience Management Associate

As a Customer Service Management Associate, you'll dive into a structured, hands-on training program designed to elevate your skills and knowledge in managing customer service teams and operations. This role is perfect for ambitious customer service professionals eager to take their careers to the next level as a people leader. You'll collaborate closely with customer service teams, supervisors, and managers to gain invaluable insights into the art of delivering exceptional customer service and mastering day-to-day operations.

Key Responsibilities:

1. Training & Development:
   • Participate in a comprehensive training program covering customer service operations, policies, and leadership skills.
   • Learn and implement best practices in customer service, including handling escalations, customer retention, and service recovery.
2. Team Support:
   • Assist in managing day-to-day customer service operations, ensuring timely responses and high-quality service delivery.
   • Support team members by providing guidance and resolving customer queries when necessary.
   • Shadow experienced customer service managers and gain hands-on experience.
3. Customer Interaction:
   • Handle customer inquiries, complaints, and feedback through various channels (phone, email, chat, social media).
   • Ensure customer issues are resolved efficiently, maintaining a positive relationship with clients.
   • Learn to handle difficult or complex customer situations with professionalism.
4. Data Analysis:
   • Monitor customer service metrics such as response times, resolution rates, and customer satisfaction.
   • Analyze customer feedback and propose actionable improvements to enhance customer experience.
   • Generate reports on team performance and present them to senior management.
5. Leadership Development:
   • Develop leadership and management skills by overseeing small teams or shifts during the program.
   • Learn how to motivate, coach, and manage a customer service team effectively.
   • Participate in team meetings and contribute ideas for process improvements and operational efficiencies.
6. Problem Solving & Conflict Resolution:
   • Assist in resolving conflicts within the team or with customers, ensuring fair and timely solutions.
   • Work with cross-functional departments to resolve service issues and implement improvements.
7. Compliance & Standards:
   • Ensure adherence to company policies, procedures, and customer service standards.
   • Stay up-to-date with industry trends and changes in customer service technology.

Qualifications:

• Bachelors Degree Required

• Strong communication and interpersonal skills.
• Customer-oriented with a passion for delivering exceptional service.
• Ability to multitask, handle pressure, and work in a fast

Benefits:

• $0 Health Insurance Premium for Employee-Only Coverage (Plus low-cost premiums for other coverage levels!)
• 4% Retirement Match with Profit Sharing
• Generous Paid Time Off (Vacation, Holiday, Parental, Volunteer, and Sick)
• Dental, Vision, Disability and Life Insurance
• Get Paid Weekly
• Use of Company Owned Resort in Hayward, WI
• Tuition Reimbursement Program

About Us:

• As a leader in the signage manufacturing industry, Gemini, Inc. has been providing stability to our employees since 1963. We know what it means to be human, and we strive to make sure our employees feel valued. Due to our incredible family of employees, we have grown substantially and are looking to grow our team further with like-minded individuals that share in our company values: Customer Commitment, Teamwork, Respect, Diversity, Stability, Stewardship.
• We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability.
• Gemini will provide reasonable accommodations for qualified individuals with disabilities. For additional assistance email;hr.dept@geminisignproducts.comor call(507) 263-3957and ask for the Human Resources Representative assigned to the location of interest.
• Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.