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.
- 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
Average salary estimate
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