Customer Care Manager

Role Overview:

The Customer Care Manager leads and inspires a team of agents to provide excellent customer service and effectively attain/exceed all key service objectives and goals. The Manager fosters a culture of collaboration and continuous improvement to engage employees and ensure an exceptional and ever improving experience for our customers.

Permanent residency in one of the following states is required: AZ, DE, FL, GA, KY, MA, MD, MI, NJ, NY, OH, PA, SC, ID, IL, NC, WV, and TX only.

Essential Responsibilities:

• Supervise day-to-day operations and workflows in the Customer Care department.
• Ensure service level and quality standards are achieved in accordance with service objectives.
• Perform regular quality monitoring/process audits to assess customer satisfaction levels and evaluate agent accuracy and policy/process adherence.
• Coach and mentor staff to deliver a high level of service; set goals for team members and help them reach those goals.
• Answer agents' questions, guide them through difficult calls or issues and effectively resolve escalated situations and/or customer complaints.
• Keep accurate records of discussions and/or correspondence with customers.
• Establish close partnerships with management in all areas of operations.
• Serve as a subject matter expert on products, processes and platforms; stay informed on the latest updates and enhancements.
• Support new strategic initiatives; create effective customer service policies, procedures and standards.
• Analyze customer care data and statistics to drive results and champion process improvements that reduce effort and improve the customer experience.
• Create and implement customer loyalty programs.
• Other duties as assigned.
  
  
  

Requirements

• 3+ years of Contact Center experience
• 2+ years of previous experience supervising staff in a customer service environment, with proven ability to lead/manage staff virtually
• Bachelor's degree or equivalent work experience
• Proficient in Microsoft Office Suite
• Flexibility to support all hours of operation including weekends required
  
  
  

Preferred Skills:

• Leadership
• Passion for Customer Satisfaction
• Process Improvement
• Collaborative Problem Solving
• Negotiation and Conflict Resolution Skills
• Organization and Time Management
• Strong Written, Verbal and Interpersonal Communication Skills

Role Overview:

The Customer Care Manager leads and inspires a team of agents to provide excellent customer service and effectively attain/exceed all key service objectives and goals. The Manager fosters a culture of collaboration and continuous improvement to engage employees and ensure an exceptional and ever improving experience for our customers.

Permanent residency in one of the following states is required: AZ, DE, FL, GA, KY, MA, MD, MI, NJ, NY, OH, PA, SC, ID, IL, NC, WV, and TX only.

Essential Responsibilities:

• Supervise day-to-day operations and workflows in the Customer Care department.
• Ensure service level and quality standards are achieved in accordance with service objectives.
• Perform regular quality monitoring/process audits to assess customer satisfaction levels and evaluate agent accuracy and policy/process adherence.
• Coach and mentor staff to deliver a high level of service; set goals for team members and help them reach those goals.
• Answer agents' questions, guide them through difficult calls or issues and effectively resolve escalated situations and/or customer complaints.
• Keep accurate records of discussions and/or correspondence with customers.
• Establish close partnerships with management in all areas of operations.
• Serve as a subject matter expert on products, processes and platforms; stay informed on the latest updates and enhancements.
• Support new strategic initiatives; create effective customer service policies, procedures and standards.
• Analyze customer care data and statistics to drive results and champion process improvements that reduce effort and improve the customer experience.
• Create and implement customer loyalty programs.
• Other duties as assigned.
  
  
  

Requirements

• 3+ years of Contact Center experience
• 2+ years of previous experience supervising staff in a customer service environment, with proven ability to lead/manage staff virtually
• Bachelor's degree or equivalent work experience
• Proficient in Microsoft Office Suite
• Flexibility to support all hours of operation including weekends required
  
  
  

Preferred Skills:

• Leadership
• Passion for Customer Satisfaction
• Process Improvement
• Collaborative Problem Solving
• Negotiation and Conflict Resolution Skills
• Organization and Time Management
• Strong Written, Verbal and Interpersonal Communication Skills