Customer Care Manager

Description

PRIMARY PURPOSE

The Customer Care Manager will provide the vision to continually enhance the service strategy in alignment with the changing needs of our business. The Customer Care Manager will lead the Customer Care department servicing utility programs by inspiring employees to achieve and exceed goals in customer care, quality and productivity by providing the information, knowledge and methods to deliver superior results. The Customer Care Manager works with supervisors in planning and implementing work and carrying out duties and responsibilities.

ESSENTIAL FUNCTIONS (Majority of duties performed, but not to be all-inclusive or to prevent other duties from being assigned)

1. Manage day-to-day operations of the Customer Care department in a client-based environment where you have 2 sets of KPIs. The first is the customer experience and the second is the client expectation.
2. Create and implement a customer service strategy that is aligned with organizational goals and focused on an excellent customer experience, while meeting the client expectation.
3. Determine customer care call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
4. Establish and communicate customer care and performance standards, measures and goals that reflect functional best practices and best serve the needs of the customers.
5. Lead and coach a team of representatives in a manner that ensures high quality customer care focused on building and retaining customer relationships. Set and communicate expectations and goals for employee performance.
6. Create and measure service and performance metrics for customer interactions.
7. Oversee projects and reporting to ensure that both external and internal customers' needs are met. Implement change to increase the level of customer satisfaction and correct deficiencies.
8. Ensure inbound calls are answered in a timely and knowledgeable manner and appointment schedules for field staff are completed on time.
9. Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
10. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
11. Handle escalated calls, complaints and questions with a sense of urgency and bring to a positive resolution.
12. Submit monthly reporting to program managers on appropriate metrics and quality as required by contract.
13. Attend weekly and monthly safe and management meetings for review of programs, projects, and performance of staff.
14. Track, analyze and oversee data entry functions as needed by location.
15. Maintain customer correspondence and marketing materials as needed by location.
16. Serve as the main point of contact for IT for in-house data system used as needed by location.
17. Interact with vendors and communicate requests and changes to staff and management as appropriate by location.
18. Handle fiscal responsibilities and supervise program support roles as needed by location.
19. Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
20. Create initiatives to increase team motivation and performance.
21. Maintain in depth understanding of company technology, products and services.
22. Ensure that work is conducted in compliance with OSHA and company safety procedures.
23. Perform other duties as assigned.

Qualifications

JOB REQUIREMENTS (Experience, education, knowledge, skills & abilities required for competent performance in the job)

1. High school diploma or equivalent required. Bachelors degree preferred.
2. 7-10 years of prior supervisory experience preferred.
3. 3-5 years of managing teams in an outsourced (client based) environment required.
4. 3-5 years of managing KPIs in an outsourced (client based) environment required.
5. Strong supervision skills to lead, direct, coach and mentor.
6. 5+ years demonstrated experience creating, developing and coaching in high performance organizations.
7. Must be a Subject Matter Expert (SME) of Customer Care best practices, systems and enabling technology.
8. Strong organizational, project management, problem solving and prioritization skills necessary.
9. Ability to collaborate with Senior Leadership on all topics related to program data, including the ability to obtain consensus, approval and manage projects through to implementation.
10. Ability to communicate clearly and effectively, in speech and writing, with customers, staff, managers, supervisors, contractors and clients.
11. Resourcefulness to meet tight deadlines and flexibility with fluctuating priorities.
12. Travel to other offices may be occasionally required.
13. Intermediate knowledge of Microsoft Office Suite.
14. Perform the essential functions and physical demands of the position with or without accommodation.

PHYSICAL REQUIREMENTS (The physical demands of the job)

1. Consistently spending time sitting, typing, talking, walking and using repetitive motion.
2. Frequent use of eye, hand, and finger coordination enabling the use of automated office machinery, such as a computer.
3. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
4. Visual capacity enabling frequent use of computer equipment.
5. Sedentary work: ability to exert up to 10 pounds of force to lift, carry, push, pull or otherwise move objects.

WORK ENVIRONMENT

1. The employee is not substantially exposed to adverse environmental conditions.