Job Overview:
Customer Experience Managers (CXM) are members of the store leadership team that oversees execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. This position will be expected to teach, coach and train associates on The Home Depot policies and procedures and ensure all associates are working in a safe manner all the time. CXMs will communicate priorities, ensure daily tasks are completed and keep the store running smoothly. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and following SOPs. CXMs will provide input to Store Manager and Assistant Store Managers on Associates performance through the ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection process as needed. Each associate has the responsibility of providing a safe working environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions, and working safely as to not endanger themselves, co-workers, vendors, or customers. CXMs have a duty to uphold, maintain, and support all lawful company policies and positions.

Requirements:

- Proven experience in retail sales or customer service management.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Proficiency in sales, inventory management, and time management.
- Bilingual or multilingual skills are a plus.
- The ability to sell and promote products and services.
- Experience with employee orientation and training.
- Organizational skills and the ability to manage multiple projects simultaneously.
- A strong commitment to delivering exceptional customer service and driving sales growth.

Job Type: Full-time

Pay: $54,000.00 - $60,000.00 per year

Application Question(s):

• A client is upset about a service delay. He's speaking loudly and attracting attention.

What would you do?
A. Acknowledge his feelings and explain how you'll try to speed things up
B. Politely ask him to calm down and explain that getting upset won't help speed things up
C. Explain that all clients are equally important and you're doing your best
D. Suggest he contact the customer service hotline
E. Direct him to speak to your supervisor

• One of your new employees often gets flustered when customers are angry. You've tried giving her advice, but she isn't improving.

What would you do?
A. Have her role-play angry customer scenarios with a senior employee
B. Ask a senior employee to watch her performance and give her feedback
C. Instruct her to transfer angry customers to more experienced employees
D. Suggest that she review the training manual more thoroughly
E. Closely monitor her performance and intervene to take calls when needed

• A customer approaches the counter at an eyewear store and silently looks at the displays. Some other customers walk in behind him.

What would you do?
A. Ask the first customer some questions to find out what he's looking for
B. Remain silent, allowing all customers to look at the merchandise
C. Politely ask the first customer to move aside so you can help customers who are ready
D. Make some general suggestions about sunglasses that are on sale
E. Ask the other customers if they have any questions

Experience:

• Customer service: 3 years (Preferred)

Ability to Commute:

• Bloomfield, CT 06002 (Required)

Work Location: In person