Customer Care Manager

SUMMARY:

This position is responsible for overseeing the daily operations of the customer service department and remote service center, including communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees.

ESSENTIAL DUTIES: 

• Create/maintain/improve process and workflow models to streamline customer service and satisfaction
• Hire, onboard and train new customer service personnel
• Supervise the daily operations of the customer care and call center, including preparation of work schedules to ensure sufficient coverage, player/coach ability
• Set customer service goals for team members and support them reach those goals
• Interact with customers and handle customer queries and complaints in a timely manner
• Develop and maintain a Call Center QA Scorecard, report against scorecard metrics and identify opportunities for continuous improvement
• Stay current on the latest industry trends, techniques and regulations
• Manage phone and ticketing system to ensure appropriate functionality and support of company goals and objectives
• Manage T2 support and relationship with technical component and service suppliers, including regular performance reviews
• Support Warranty and Service sales growth
• Recommend new and profitable value-add service capabilities to Altus Product Marketing that drive customer and portfolio value
• Constantly collaborate with internal functional groups to ensure service center value proposition, including service capabilities, fee and cost structure and improvement opportunities

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelors’ degree in communications, business management, IT services or equivalent experience
• 2-5 years Call Center and Customer Service team leadership experience – Will be recognized in lieu of degree
• Experience managing customer expectations regarding problem resolution, timelines and service uptime
• Team leadership, goal setting and performance management
• Experience with Global Shop, ZenDesk & HubSpot a plus

SKILLS AND KNOWLEDGE REQUIRED:

• Ability to multitask and stay organized
• Proficient with basic computer software and phone systems
• Excellent interpersonal, problem-solving and leadership skills
• Ability to stay calm in stressful situations
• Strong grasp on the company’s products, services and customer service policies

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Physical Demands:
  • While performing the duties of this job, the employee must be able to remain in a stationary position extended periods of time and be able to move about inside the office and within the manufacturing floor
  • Operate a computer and other office productivity machinery, such as a telephone, calculator, copy machine and computer printer and must have the ability to use hands to handle, control or feel objects or controls and reach with hands and arms.
  • Constantly communicate and exchange information with team members and must be able to effectively communicate correct information with internal and external stakeholders.
  • Read/comprehend, write, communicate orally, reasoning, and analytical abilities, and mental flexibility.
  • Occasionally will move objects up to 50 pounds.
  • Occasionally climb stairs, bend, squat, kneel, crouch, and reach above shoulder to access materials and/or documentation.
  • Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus to compare and distinguish accounting and administrative data.
  • Hearing ability to perceive the nature of sounds at normal speaking level with or without correction. Ability to receive detailed information through oral communication and to make discriminations in sound.

• Work Environment:
  • While performing the duties of this job, the employee is regularly working in a typical interior/office work environment.
  • Position may involve extended work hours.
  • The noise level in the work environment is usually moderate.