Call Center Manager

Position: Customer Support Lead or Manager

Location: Irvine, CA or La Palma, CA

Experienced in both inbound and outbound call centers with a demonstrated ability to lead, coach and develop effective sales and customer service teams

We are looking for a proactive Customer Support Lead, to join our growing team based in Irvine, CA. The ideal candidate will lead our customer relations function and be on-site to develop strong customer relations and a positive impression of the brand.  You will be responsible for ensuring a world-class customer experience through customer contacts and build brand affinity.

Responsibilities

• Lead customer relations, including strategies, processes, policies, and metrics for responding to customer inquiries for all engagement channels.
• Respond to customer inquiries in a timely and professional manner for all engagement channels.
• Build customer relations function, including scaling the business towards launch.
• Outreach to hand raisers to participate in special events/activities.
• Support events on-site to ensure excellence in customer engagement.
• Engage with customers at events and provide support during event as required.
• Develop best practices, feedback loops, and process improvements.
• Troubleshoot and resolve customer issues to achieve excellent customer satisfaction.
• Ensure excellence in customer satisfaction of attendees at event, as demonstrated from qualitative and quantitative measures.
• Create post-event recap and provide to key stakeholders and executives within the organization.

Basic Qualifications / Knowledge / Experience

• Minimum 3 to 5 years of experience in customer relations, preferably at an automotive OEM; at least 1 year at the Manager level is added advantage
• Extremely organized and detail-oriented
• Creative, strategic thinker
• Problem solver, quick solution finder
• Strong dedication to delivering excellence in customer satisfaction.
• Ability to manage multiple projects simultaneously while striving for excellence.
• Desire and strong ability to work and interact with, and outreach to, attendees at events.
• Able to effectively work with numerous departments and working styles and eager to develop a clear understanding of how to present and share information across the different teams.
• Must be willing to travel for on-site event support.

Job Type: Contract

Salary: $15.00 - $36.44 per hour

Expected hours: No more than 40 per week

Schedule:

• Weekends as needed

Ability to commute/relocate:

• La Palma, CA 90623: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 3 years (Preferred)
• Customer support: 3 years (Preferred)
• Leadership: 3 years (Preferred)

Work Location: In person

Salary : $15 - $36