CGX Customer Experience Manager FT – 6503 at Coast Guard Exchange

Chesapeake, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Jan, 26

Salary

0.0

Posted On

15 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Communication Skills, Leadership Experience, Problem-Solving Skills, Merchandise Information System, Retail Management, Ecommerce, Training, Performance Evaluation, Customer Service Standards, Cross-Functional Collaboration, Website Functionality Testing, Active Listening, Customer Feedback, Uniform Regulations, Team Management

Industry

Retail

Description

OMB NO: 1625-0120 Expiration Date: 01/30/2025 Announcement: 6503 Opening Date: 14 October 2025 Pay Plan/Series/Pay Band: NF-1101-04 Closing Date: Until Filled Work Schedule: Full Time Position: CGX Customer Experience Manager Salary: Negotiable Who May Apply: All Sources Location: Chesapeake, VA - Headquarters Customer Service Manager – Elevate the CGX Experience! Oversee daily customer service operations and serve as the vital link between customers and CGX leadership, turning feedback into action and ensuring seamless online and in-store support. DUTIES: Overall management responsibility of the day-to-day operations in the CGX customer service team. Reports to the Customer Experience Manager. Develops and oversees customer service standards. The Customer Service manager serves as a bridge between the customer and CGX. Communicates customer feedback regarding CGX products, services, or customer experiences to cross-functional management teams and other departments so they can align their work with customer needs and expectations. Utilizes customer service software tool to create reports that provide insights into service requests and the team’s performance across channels. Manages the resolution of all shopCGX customer account creation, login/access, and authorization issues, and the approved budget of the customer service department. Work cross functionally with Marketing, Ecommerce and Merchandising to maintain broad knowledge of products, pricing, promotions, procedures, and other important issues to reduce customer service issues. Interviews, hires, trains, and conducts performance evaluations of staff. Ensures departmental efficiencies through use of acceptable leadership techniques. Manages employees in the Customer Service department with hands on approach and trains team on assisting all customers with shopCGX site navigation, specifically for uniform purchases, CG uniform regulation, alteration and fitting requirements, uniform item descriptions and prices to assist customers purchasing uniforms. Testing all website functionality for end users. Performs related duties as assigned. You will be evaluated for this position based on how well you meet the qualifications below. Your resume/application must demonstrate the required experience/education. Please see additional information on how your application is evaluated. QUALIFICATIONS REQUIRED: Minimum: 1. Proven customer support experience and ability to adapt/respond with excellent telephone, chat, and email communication skills. Must be an active listener. 2. Demonstrated experience working with a Merchandise Information System in a multi-store environment. 3. Demonstrated leadership experience and problem-solving skills Preferred (in addition to the minimum): 1. Broad working knowledge or experience working with any combination of military uniform regulations, CG Unit Gear, CG Active Duty, Reserve, Auxiliary, Retired, NOAA, or PHS personnel in support of worldwide DOD or DHS operations. 2. Broad working knowledge of the products and services sold in the Coast Guard Exchanges. 3. Two or more years of demonstrated experience managing a retail or customer service team in a store or ecommerce environment. 4. Bachelor’s degree from an accredited university with emphasis in retail, business administration or a related field. Experience may be substituted for degree on a year-for-year basis. USCG COMMUNITY SERVICES COMMAND COMPREHENSIVE BENEFITS: By choosing to work for the Coast Guard Community Services Command, you will enjoy one of the best benefit packages available anywhere. Benefit offerings are subject to applicable worker categories (Full-time, Part-time, Intermittent), location, position, and length of time in service. * Paid Annual and Sick Leave * Holiday Pay * Medical/Dental/Vision Insurance * Flexible/Dependent Spending Account * Pension Plan * 401k Savings Plan * Life Insurance * Short Term/Long Term Disability * Tuition Assistance * Paid Parental Leave OTHER ESSENTIAL INFORMATION: * Selectee will be required to participate in Direct Deposit/Electronic Funds Transfer as the Standard method of payment for payroll and travel purposes. * Males born after 12/31/59 and at least 18 years of age must be registered with the Selective Service System, unless covered by an exemption under the Selective Service Law, in accordance with 5 U.S. Code 3378. Selectee will be required to provide a written statement regarding his registration status unless he is exempted by this statute. * Must satisfactorily complete a Federal Background check and all pre-employment requirements, which may include, but are not limited to, background checks, security clearances, drug testing, verification of employment history, and any other requirements applicable to this position. Additionally, you may be required to meet specific job-related qualifications or certifications as a condition of your employment. * Applicants may not be employed in the chain of command of their relatives. * This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be on a case-by-case basis. HOW TO APPLY Additional Information on how you will be evaluated: Your resume or application must clearly demonstrate the required experience and/or education. Experience includes both paid and unpaid work, such as volunteer service through National Service programs (e.g., professional, philanthropic, religious, community, student, social, committee, or sports). Volunteer work can help develop essential skills, competencies, and leadership experience that may translate directly to paid employment. Your resume is the primary tool used to assess your qualifications. Therefore, we strongly encourage you to provide clear, specific, and detailed descriptions of your experience. You MUST submit a resume or any other written format in English of your choice. It is recommended the resume clearly identifies: (1) The announcement number, title and pay band of the job you are applying for, and, (2) Information such as full name; mailing address; country of citizenship (U.S. Citizenship required OR valid authorization to work in the US); highest Federal grade or NAF pay band held with job series, title, and dates held (if applicable); a statement requiring proof of veterans’ preference by means of DD 214; education; and relevant work experience including start/end dates, supervisor’s name and phone number, salary and title, series and grade if experience was with a non-appropriated fund instrumentality of the Federal government. You should also include a copy of your most recent performance appraisal if you are a current Federal or NAF employee. Applications may not be sent in franked Government envelopes; applications filed in this fashion will not receive consideration. If information is not complete, you may be excluded from consideration. The first application and/or resume submitted for a specific requisition will be considered the only submission. Any duplicate submissions to the same requisition will not be considered. The application date will be used in determining these factors. Outside Candidates: To apply, please visit our website at https://shopcgx.com [https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fshopcgx.com%2F&data=05%7C02%7CDebbi.Gilbert%40cgexchange.org%7Cd8692573832d4fb95ebf08dd5cdb0dec%7C5747c7182c8c481596e94f607dcf1f51%7C0%7C0%7C638768818122030728%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=eBm4MTHU2UZrFqdn%2B5ctz8fxPRE65siNhxwQQM9eXvo%3D&reserved=0] and click on “Careers” at bottom of the page. Internal Candidates: Sign into ADP Workforce now. Click on Myself/Talent/Career Center. Search by location or Job Title for: CGX Customer Experience Manager FT – 6503 Chesapeake, VA, US Equal Employment Opportunity: All candidates will be considered without regard to any non-merit factor such as race, color, religion, sexual orientation, national origin, age, disability, or marital status. PRIVACY ACT NOTICE Authority: The U.S. Coast Guard rates applicants under the authority of Title 5 of U.S. Code, Sections 301, 1104, 1302, 2103, 3301, 3304, Executive Order 9397, and Departmental Regulations. Principal Purpose: To collect information needed to determine how well an applicant’s education and work experience qualifies them for the job they are applying for. Routine Use: This information provided will be shared with the hiring manager and interview panel members. It may also be shared in response to a request for discovery or for appearance of a witness, information that is relevant to the subject matter involved in a pending judicial or administrative proceeding. Disclosure: Voluntary, however, failure to disclose the requested information may result in an applicant not receiving consideration for a position in which the information is needed. Paperwork Reduction Act Statement: An agency may not conduct or sponsor an information collection, and a person is not required to respond to this information unless it displays a current valid OMB control number and an expiration date. The control number for this collection is OMB 1625-0120, expiration 01/30/2025. The estimated average time to complete this application is 40 minutes. If you have any comments regarding the burden estimate you can write to U.S. Coast Guard, Community Services Command, 510 Independence Parkway, Suite 500, Chesapeake, VA 23320. #ZR

Responsibilities

Oversee daily customer service operations and serve as the vital link between customers and CGX leadership. Manage the customer service team, ensuring alignment with customer needs and expectations while utilizing customer service software for performance insights.