Customer Care Manager

POSITION SUMMARY: 

The Customer Care Manager is a pivotal leadership role responsible for overseeing and optimizing the customer care department's operations. This position involves leading a team of customer care representatives, managing customer interactions, and ensuring a high level of customer satisfaction. The Customer Care Manager plays a key role in shaping the customer experience, resolving issues, and contributing to the company's success. This position reports to the VP of Sales and manages a team of 8.

ESSENTIAL JOB FUNCTIONS:

• Lead, mentor, and guide the customer care team, fostering a collaborative and customer-focused culture.
• Manage customer inquiries, concerns, and escalations, ensuring prompt and effective resolution.
• Set performance goals, monitor team performance, and provide coaching and feedback for continuous improvement.
• Identify opportunities to streamline customer care processes, improve efficiency, and enhance the customer experience.
• Monitor interactions to ensure consistent service quality and adherence to company policies and procedures.
• Handle escalated customer issues, working closely with team members to resolve complex cases.
• Maintain effective communication with customers, internal teams, and management regarding customer feedback and trends.
• Generate reports on customer care metrics, trends, and performance for management review.
• Develop training programs, materials, and resources to equip team members with necessary skills.
• Continuously strive to improve customer satisfaction, utilizing feedback to drive positive changes.
• Collaborate with other departments to address customer concerns, improve processes, and enhance customer experience.
• Continuously identify opportunities to enhance the customer care department's processes and practices.

• High School Diploma or equivalent.
• Strong understanding of customer service principles, best practices, and strategies.
• Proven ability to lead and motivate a team, delegate tasks, and provide constructive feedback.
• Proficient in analyzing customer issues and determining effective solutions.
• Excellent verbal and written communication skills for effective interaction with customers and team members.
• Demonstrated ability to understand and empathize with customer concerns.
• Familiarity with customer relationship management (CRM) systems and relevant software.
• Ability to foster collaboration within a team and across departments.
• Effective time-management skills to prioritize tasks and meet customer needs promptly.
• Meticulous in maintaining accurate customer records and documenting interactions.
• Willingness to adapt to changing customer demands and organizational needs.
• Skill in addressing customer complaints and resolving conflicts with professionalism.

NOTICE:

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees are requested to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. This document is subject to change at any time without notice.

As an Equal Opportunity Employer, we are committed to building a diverse organization.