Customer Experience Lead
About The Position
Gemini is looking for an experienced Customer Experience Lead to join the team at our location in Garland, TX! This position is responsible for acting as a senior technical and leadership resource for the Customer Experience team. Under limited supervision, the position will ensure exceptional customer service is provided through cross-functional coordination, on-floor training support, and coaching while maintaining consistency across customer service operations. Come be a part of a positive, people-first culture that is focused on leveraging each team members’ strengths to help bring our customers’ unique signage products to life. Wage Range: $24.16 to $31.57 per Hour Location: Garland, TX Type: Full Time – On-site Travel: Up to 10% travel is required to visit Gemini locations, production sites and customers.
Requirements
- Proven ability to provide guidance and coaching to team members.
- Advanced technical knowledge across multiple product lines.
- Proficient and professional in interpersonal, written and verbal communication skills related to problem resolution, process improvement, and instruction.
- Ability to balance individual workload with coaching/team responsibilities.
- Partners with supervision to address team member issues, provide coaching, and support performance management.
- Displays a high aptitude for change and is a positive influence on team dynamics
- Manages team escalations internally and externally to achieve positive resolution.
- Bachelor’s degree in economics, marketing, business, or a related field.
- 3 – 5 years of sales or customer service experience, including experience as a leader or informal leader/mentor.
Responsibilities
- Individually manages, guides and supports team members through workflows and complex customer requests using expansive product, process and sales knowledge.
- Conducts and coordinates on-the-floor training for customer experience team members to support onboarding and ongoing education.
- Measures, reports and evaluates team metrics such as KPI’s and workload.
- Observes, reviews, and analyzes processes to identify inefficiencies and areas where improvements could be made.
- Act as communication bridge across sales, production, layout, and leadership.
- Represents the team in internal communications such as huddles, feedback loops, and reviews.
- Partners with internal stakeholders to provide advanced product and customer support.
- Participates in quality investigations and process improvements.
- Travels occasionally as requested to support key customer experiences such as trade shows, customer visits, or plant tours.
- Assists leaders with departmental goals, escalations, and projects.
- Completes other duties and projects as assigned
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
- Use of Company Owned Resort in Hayward, WI
- Tuition Reimbursement Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
