Full-Time
Manager – Customer Experience
Armstrong Group
201-500 employees
Diversified services in utilities and construction
No salary listed
Junior, Mid
Cranberry Twp, PA, USA
- Dependable with strong organizational skills and detail-oriented perspective.
- Productive worker with solid work ethic, passion for work and positive attitude.
- Highly Proficient in Microsoft Outlook, Word, Excel and PowerPoint.
- Excellent written, verbal and interpersonal communication skills.
- Flexible and responsive to changing situations.
- Ability to work independently and as part of a team.
- Comfort and proficiency with large data sets and able to manipulate the data sets while ensuring data integrity.
- Bachelor’s degree with 1 – 3 years of experience in a related field.
- Develop and implement strategies to improve customer experience and engagement across all products and services.
- Analyze customer feedback and data to identify areas for improvement and implement solutions to address them.
- Develop and lead a team of customer experience and engagement professionals to deliver exceptional customer service.
- Collaborate with cross-functional teams to ensure alignment of customer experience initiatives with overall company goals and objectives.
- Develop and manage customer engagement programs to increase retention and loyalty.
- Develop and implement a customer advocacy program to drive positive customer reviews and referrals.
- Continuously evaluate and improve customer touchpoints, including website, mobile app and customer service channels.
- Develop and manage customer satisfaction metrics to track progress and identify areas for improvement.
- Gather information, compile, organize, and analyze large amounts of data from various internal databases and business systems to identify and articulate actionable insights.
- Investigate to confirm results of report data and understand the basic relationship and impact of the data.
- Assist in the preparation of weekly and monthly reports.
- Summarize findings and develop solid recommendations to help the team drive decisions.
- Prepare content for focus groups and other internal and external presentations.
- Contribute to ongoing insight development that drives an improved customer experience and the overall success of the Customer Experience Team.
- Experience in survey analytics a plus.
Armstrong Group operates in various industries, starting from its roots in construction for power and telephone utilities to becoming a diverse company involved in telecommunications, cable television, security, restaurant services, real estate development, and heating, cooling, and plumbing through Armstrong Comfort Solutions. The company’s products and services include utility construction, telecommunications services, cable TV offerings, security systems, restaurant management, real estate projects, and HVAC solutions for both residential and commercial clients. What sets Armstrong Group apart from its competitors is its long-standing family ownership, extensive experience since 1946, and a commitment to careful planning and fiscal responsibility, which has allowed it to successfully diversify its operations. The goal of Armstrong Group is to ensure growth and sustainability while maintaining a strong presence in the markets it serves.
Company Size
201-500
Company Stage
N/A
Total Funding
$13.1M
Headquarters
null
Founded
1946
Simplify's Take
What believers are saying
- High-speed internet demand boosts Armstrong's fiber network service potential.
- Smart home tech integration with security services aligns with current market trends.
- Bundled service offerings enhance customer retention and revenue streams.
What critics are saying
- Increased competition from major players like AT&T and Verizon in fiber networks.
- Rising operational costs due to inflation and increased wages in telecommunications.
- Technological advancements in 5G and satellite internet may reduce fiber network demand.
What makes Armstrong Group unique
- Armstrong Group offers a unique combination of cable, security, and real estate services.
- The company launched new fiber network services in June 2022, enhancing its telecom offerings.
- Armstrong Group is a family-owned business, providing personalized customer service and community focus.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
Paid Vacation
Paid Holidays
Company News
After graduating with an engineering degree, Stewart went to work for PPG and later became CEO of the Armstrong Group, a family-owned, Butler, Pa.-based corporation that provides cable telecommunications, security, real estate and other services.
CRANBERRY TWP — In a change county commissioners chairwoman Leslie Osche called “transformational for the county,” Armstrong on Thursday announced the availability of its new fiber network services.