Customer Experience Lead

Gemini is looking for an experienced Customer Experience Lead to join the team at our location in Garland, TX! This position is responsible for acting as a senior technical and leadership resource for the Customer Experience team. Under limited supervision, the position will ensure exceptional customer service is provided through cross-functional coordination, on-floor training support, and coaching while maintaining consistency across customer service operations. Come be a part of a positive, people-first culture that is focused on leveraging each team members’ strengths to help bring our customers’ unique signage products to life.  

Wage Range: $24.16 to $31.57 per Hour

Location: Garland, TX

Type: Full Time – On-site

Travel: Up to 10% travel is required to visit Gemini locations, production sites and customers.

A day in the life of a Customer Experience Lead at Gemini includes: 

• Individually manages, guides and supports team members through workflows and complex customer requests using expansive product, process and sales knowledge.
• Conducts and coordinates on-the-floor training for customer experience team members to support onboarding and ongoing education.
• Measures, reports and evaluates team metrics such as KPI’s and workload.
• Observes, reviews, and analyzes processes to identify inefficiencies and areas where improvements could be made. 
• Act as communication bridge across sales, production, layout, and leadership.
• Represents the team in internal communications such as huddles, feedback loops, and reviews.
• Partners with internal stakeholders to provide advanced product and customer support.
• Participates in quality investigations and process improvements.
• Travels occasionally as requested to support key customer experiences such as trade shows, customer visits, or plant tours.
• Assists leaders with departmental goals, escalations, and projects.
• Completes other duties and projects as assigned

Skills and Abilities

• Proven ability to provide guidance and coaching to team members.
• Advanced technical knowledge across multiple product lines.
• Proficient and professional in interpersonal, written and verbal communication skills related to problem resolution, process improvement, and instruction.
• Ability to balance individual workload with coaching/team responsibilities.
• Partners with supervision to address team member issues, provide coaching, and support performance management. 
• Displays a high aptitude for change and is a positive influence on team dynamics
• Manages team escalations internally and externally to achieve positive resolution.

Education and Experience

• Bachelor’s degree in economics, marketing, business, or a related field.
• 3 – 5 years of sales or customer service experience, including experience as a leader or informal leader/mentor.

Physical Demands/Environmental Factors

• Position typically operates in a professional office environment. 
• Periodic travel is required to visit Gemini locations, tradeshows and customers.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

The actual title and individual compensation packages are dependent upon various factors unique to each candidate including skillset, training, transferable skills, work experience, qualifications, business needs, market demands, and other job-related reasons.  The base pay range is subject to change and may be modified in the future.  This role is eligible for other benefits.

How we show we care

• $0 Health Insurance Premium for Employee-Only Coverage (Plus low-cost premiums for other coverage levels!)
• 4% Retirement Match with Profit Sharing
• Generous Paid Time Off (Vacation, Holiday, Parental, Volunteer, and Sick) 
• Dental, Vision, Disability and Life Insurance
• Use of Company Owned Resort in Hayward, WI
• Tuition Reimbursement Program

About Us

As a leader in the signage manufacturing industry, Gemini, Inc. has been providing stability to our employees since 1963. We know what it means to be human, and we strive to make sure our employees feel valued. Due to our incredible family of employees, we have grown substantially and are looking to grow our team further with like-minded individuals that share in our company values: Customer Commitment, Teamwork, Respect, Diversity, Stability, Stewardship. At the heart of our work is a simple but powerful vision: Successful Partners. Engaged People. Thriving Communities. This vision guides how we show up every day for our customers, for one another, and for the communities we call home.

• We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability. 
• Gemini will provide reasonable accommodations for qualified individuals with disabilities. For additional assistance email;  or call (507) 263-3957 and ask for the Human Resources Representative assigned to the location of interest.  
• Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.