Customer Experience Manager (2211 W. Anderson Ln)

Full-Time | 45–50 hours per week

About Us
Freytag’s Florist is a family-owned and operated florist proudly serving the Greater Austin Area since 1974. Our mission is simple: put smiles on faces with flowers, plants, and products of beauty—and exceed customer expectations in all that we do. Because of this commitment, Freytag’s Florist has been voted Austin’s Best Florist year after year. We value our community deeply, and we love serving them.

We are building a workplace where our team feels inspired, supported, and motivated to go the extra mile for our customers. We are seeking a Customer Experience Manager who is energized by leadership, passionate about elevated customer service, and eager to build a culture that consistently delivers exceptional experiences.

Position Summary
The Customer Experience Manager oversees our Customer Service Representatives and Retail Sales Associates to ensure every customer interaction—whether in-store, by phone, or online—is warm, efficient, accurate, and memorable. This leader impacts revenue, order accuracy, customer loyalty, and long-term business success by coaching the team, improving processes, and shaping the customer journey from start to finish.

This is not a floral design position.

Key Responsibilities

• Lead, mentor, and coach Customer Service Representatives and Retail Sales Associates.
• Ensure a consistent, high-quality customer experience across call center and retail sales teams.
• Support and improve order accuracy, speed, and overall service quality.
• Help create and maintain a positive, engaged, and customer-focused team culture.
• Work both independently and collaboratively to solve problems and improve processes.

Requirements

• High standard for exceptional customer service.
• Positive approach to work and all interactions.
• Strong leadership skills with experience motivating and coaching teams.
• Ability to engage and unify both call center and retail sales team members to ensure consistent, high-quality customer service.
• Comfortable working both independently and within a team environment.
• Proficient in typing, spelling, and computer-based workflows.
• Ability to create and edit spreadsheets.
• Minimum of 2+ years of business and management experience.

Benefits (Full-Time)

• Health Insurance
• Vision Insurance
• Dental Insurance
• 401(k)
• Company-sponsored Life Insurance
• Paid Vacation
• Employee discounts up to 50% off
• Six Paid Holidays
• On-Demand Pay

We look forward to hearing from you!