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Customer Care Manager Job
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| Employer Name: |
SpiderID: 2286892 |
| Location: Columbus, Ohio |
Date Posted: 6/16/2008 |
| Wage: |
Category: Customer Service/Technical Support |
| Job Code: |
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Job Description:
Summary:
Manages a Customer Care team/organization. Responsible for building and maintaining relationships with customers and working through fellow team members to meet department goals and objectives. Provides leadership to the contact center team; creates a culture of employee engagement where employees are driven to provide superior customer service in an efficient manner.
Essential Duties and Responsibilities include the following; other duties may be assigned:
Directs the activities of the customer care team. Contact channels of responsibility include inbound customer calls, emails, direct mail, and other forms of incoming communication, dispute resolution, service adjustments and issue/billing research.
Organizes communications with customers.
Establishes production and quality standards and ensures accountability for performance.
Utilizes problem-solving skills to overcome obstacles.
Identifies and directs process improvement activities.
Develops and communicates objectives / vision of the department.
Pro-actively identifies and prevents customer issues.
Pro-actively identifies and prevents employee morale issues.
Manages tasks and projects to schedule and budget.
Develops, coaches, supervises, appraises and mentors team members.
Generates the appropriate sense of urgency in the organization in order to deliver on commitments.
Builds and maintains relationships with customers and client organization(s).
Encourages and rewards behaviors and actions that build strong customer relationships and partnering.
Enforces organizational policies and administrative responsibilities.
Executes and administers performance planning and salary administration process.
Performs employee recruiting and hiring.
Administers departmental performance standards and ensures staff adherence to set key performance indicators (KPIs).
Participates in the performance management/disciplinary process as required.
Supervisory Responsibilities:
Manages a call center team comprised of call center representatives, supervisors, and customer care support personnel (workforce management, training, etc.).
Responsible for the overall direction, coordination and evaluation of the contact center.
Executes responsibilities in accordance with the organization’s policies and applicable state laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complains and resolving problems.
Job Requirements:
Education and/or Experience:
Bachelor's degree (B. A.) from four-year college or university; or one to two years’ related experience and/or training; or equivalent combination of education and experience.
Six years experience with three years experience in customer care management preferred; other direct experience within the industry/client being supported is desirable management experience will be considered.
Prior direct personnel management experience required.
Exceptional PC literacy skills required and must include advanced experience working with Microsoft Word, Microsoft Excel and Microsoft PowerPoint.
Should display superior interpersonal and motivational skills along with excellent written and verbal communications skills.
Should be effective in working with, directing and motivating all employee groups/types, including employees with disabilities requiring special accommodations.
Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:
Contact Information:
| Contact Name: TINA GONZALEZ |
Company Type: Recruiter |
| Company: Confidential |
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| City: DUBLIN |
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| State: Ohio |
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| Zip: 43017 |
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