Customer Care Resolutions Team Manager

3 Day Blinds - Irvine, CA (30+ days ago)2.9


Position Description – Manager, Customer Care Resolutions Team

Position Purpose

The Customer Care Resolution’s Manager contributes to the success of 3 Day Blinds by leading a team of Customer Care Supervisors / leads / agents who are partnered with District(s) sales teams (Design Consultants/Showrooms) to ensure consistent, prompt and accurate support for all customer service issues, so as to increase sales and reduce service recovery costs. The Customer Care Manager is responsible for coordinating with his/her team members to ensure open cases from clients are handled in an efficient / effective manor in order to provide a superior client experience. This is achieved through consistent goal setting, communication, performance feedback, quality monitoring and continued product and process training. This position reports to the Director of Customer Care.

Major Tasks, Responsibilities and Key Accountabilities

  • Handles escalated issues.
  • Schedules agents for weekly shifts
  • Approves weekly electronic timecards
  • Monitors assigned team’s cases and coaches to improve service performance
  • Performs annual employee performance reviews for assigned team
  • Recommends salary actions
  • Maintain full accountability for all service and feedback operations within the group including survey feedback, case performance statistics, and case manager performance.
  • Train and develop team members to ensure ongoing demonstration of client service excellence, including product knowledge, operating standards and proper execution of all systems
  • Train and coach team members in addressing cases with a sense of urgency, responsiveness, and empathy for both with internal and external clients
  • Maintain constant communication with internal clients to monitor performance and any needed improvements
  • Create a positive work environment that results in employee retention
  • Acts in absence of Director of Customer Care
  • Performs other duties as assigned

Preferred Qualifications

  • Bachelor’s degree or equivalent work experience required
  • Excellent verbal and written communication
  • 5 or more years of call center experience in a leadership position in a problem solving contact center
  • 5 or more years of experiences with tier 2 support leadership
  • 5 or more years of experience creating, launching, and maintaining business processes
  • B to C experience

Knowledge, Skills, Abilities and Competencies

  • Strong, refined relationship-based service skills, with demonstrated customer service orientation
  • Ability to learn quickly and be resourceful
  • Ability to understand and carry out oral and written instructions and request clarification when needed
  • Strong interpersonal and communication skills
  • Ability to work independently, but also work as part of a team
  • Ability to prioritize work within a multi-tasking and fast paced environment
  • Strong follow-up skills
  • Ability to learn new procedures, and be comfortable with new technology
  • Results oriented leader who demonstrates urgency

Job Type: Full-time

Experience:

  • tier 2 leadership: 5 years (Required)
  • creating processes: 5 years (Required)

Education:

  • Bachelor's (Required)