Customer Experience Manager

Full time | arbutus, MD

, Job Listing | Customer Experience Manager

A bit about us

Wonderfly Games is the nations #1 provider of BubbleBall, Arrow Tag, and Human Hamster Ball parties and events. Last year was Wonderfly's most successful year to date and 2019 is on track to be even bigger as we work to launch our first indoor sports and entertainment arena in ​next month! As Wonderfly enters this new chapter, we are looking for the right candidate to join our team.

At Wonderfly Games, Customer Experience is critical to our success. We have a wide range of people and companies that rely on Wonderfly every day to make their parties and events unforgettable, and we want to provide them with the best service possible.

A bunch about you

The desired teammate has a customer-first mentality, problem solving initiative, drive to grow along with the company and an overall fun-loving attitude. As the company expands, this role would evolve into a managerial position which would oversee all customer relations and other customer experience representatives.

This position establishes both the first and last impression for all of our customers through their event experiences so this person plays a key role on our team. With this in mind, the ideal candidate is thoughtfully attentive to our customer’s needs while maintaining detail specific organization for every booking. High social skills through phone and email are required. In all circumstances, we expect our employees to do the right thing. Period.

As a “play-focused” company, we believe in working hard but also playing hard. Our company manifesto is to bring people together through the power of play so we like to practice what we preach. “Testing” our games/equipment is not a rare occurrence in our day-to-day so the ideal candidate would share in this vision of necessary “play breaks.”

This position will work closely with our marketing, business partnership, and operations teams to enhance customer service experiences and achieve company goals.

This role will entail executing email marketing, sales methods, and customer retention strategies.

What You Will Be Doing

  • Responding to incoming customer inquiries via phone or email
  • Recording event request details
  • Customer follow-up
  • Managing CRM system (Active Campaign)
  • Event location research and permit acquisition
  • Occasional drafting of rental agreements and processing of certificates of insurance
  • Implementing email outreach strategies 
  • Troubleshooting customer experiences
  • Participation in weekly think tanks to enhance customer service and achieve company objectives/targets

What You Should Have

  • You care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.
  • You have an understanding of the web and how it works. You're not necessarily writing and deploying your own JQuery-based, CSS-heavy responsive sites, but you're also not intimidated by technology.
  • You are skilled at explaining technical problems succinctly and clearly.
  • You are a strong, confident, and exacting writer.
  • Critical thinking and crisis-solving to pack a schedule without double booking staff and to figure out staffing shortages and last-minute issues
  • Prior experience doing customer support for a web application and you know how to do it well — you know that every bit of work you do makes a real difference in making a customer happy.
  • College degree or equivalent professional experience.
  • You can work with us out of our indoor arena in Arbutus, MD!

Preferred candidates have experience in hospitality, recreation, marketing or a communications related field. We are looking for a quick learner who can support team projects while exhibiting professionalism in maintaining excellent written and oral communication skills with customers and teammates.

You will be working in a fast paced startup environment where your ideas will be heard and teamwork is required.

Come do the best work of your life here at Wonderfly.

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