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, 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