Customer Experience Manager

Job description

Mobile Tech Lab is seeking a Customer Experience Manager for our Thompson location.

1530-300 Mystery Lake Road, Thompson, MB - City Centre Mall

Who We Are:

Mobile Tech Lab is your one-stop tech sales & service shop. We are a locally owned leader in Manitoba. Our goal is to “create customers for life” by offering products and services that complete your tech lifecycle, no matter what device. Buy, activate, insure, trade in, and repair your phone, tablet, computer, game console, and more, 7 days a week at any of our locations in Manitoba. Our technicians are professionally trained and certified. We offer same-day repairs using genuine parts for most repairs, plus offer a lifetime guarantee on our work. We perform all iPhone Repairs using Apple diagnostic software, tools, & processes to ensure your repair is done safely and reliably.

What We Are Looking For:

Mobile Tech Lab is seeking a Customer Experience Manager to join our growing team for a full-time/part-time position at our above-listed locations. A customer experience manager embodies our excellent understanding of consumer tech and our penchant for quality and genuine interactions with customers, culminating in an all-around pleasant customer experience. Starting rate is $31 per hour.

What We Offer

• Extended Health Care -Canada Life Benefits Package
• Professional on-site training and certification from WISE, Apple, Samsung and more.
• Casual dress
• Competitive hourly wages
• Mobile device wireless plan and insurance plan discounts
• Flexible schedule
• Free on-site parking
• Employee discounts on all services and products
• Opportunity for internal career growth; and
• Development and coaching opportunities to build on technical skills and knowledge.

Job Duties:

• Customer Support
• Ensure that customers receive timely and top-notch service.
• Greet customers both in person and on the phone.
• Answer inquiries and provide information to customers.
• Diagnose device issues and explain the services/fees to the customers
• Create, modify, and monitor repair tickets.
• Communicate with customers and team members on the progress of repair tickets.
• Store Operations
• Responsible for the care and supervision of store operations and procedures.
• Diagnose and resolve technical problems.
• Maintain professional demeanour at work.
• Maintain accurate cash and payment records on a daily basis.
• Be the point of contact for all matters regarding their location.
• Maintain healthy communications with staff and customers.
• Curate the store interior, such that it is neat and beautifully setup at all
• times.
• Ensure that we are in compliance with local regulations and guidelines.
• Inventory
• Intake arriving stock and organize as needed
• Keep track of and maintain store inventory and assets.
• Consult necessary manuals or guides to research solutions.
• May supervise other technical support staff if needed.
• Study training materials and follow guides to perform tasks with varied difficulties.
• Train new staff and update existing staff on new procedures/processes.

Requirements

• Minimum one year of experience working as a manager in the retail industry, 2 years preferred.
• Be able to communicate clearly and effectively in oral and written English with customers and other team members.
• Knowledge of iPhones, Samsung, and other smartphones, as well as tech in general.
• A background in electronic repair or similar technical fields is an asset.
• 2+ years of experience in a managerial position is preferred but not required.

Other considerations:

• Mobility (with a valid license and vehicle) is an asset, as technicians may be shuffled across our multiple locations.
• Quickly diagnosing repair issues.

Store Hours of Operation

• 10 AM to 6 PM every day.