JOB DESCRIPTION Job Summary
We are searching for an outgoing, self-motivated, and team-oriented Customer Care Manager that will supervise a team of 6-10 Customer Care Specialists.
This position oversees support and issue resolution with our Consultant and Customer base. Driving and maintaining the spirit and culture of the Customer Care Team as it exists today.
Bilingual Spanish is required
Accountabilities and Responsibilities
Ensuring customer satisfaction
Manages staff to ensure company culture and team morale is maintained
Accomplishes customer care, human resource objectives by recruiting. training, and coaching team members.
Available to talk directly to customers / Consultants to handle complex issues as needed.
Communicates job expectations to Customer Care team.
Plans, monitors, and reviews job contributions of team.
Enforces company policies and procedures.
Prepares and completes actions plans to achieve company goals.
Implements gold standard of Customer Care.
Identifies customer service trends and determines system improvements.
Improves customer service experience results by evaluating, and re-designing processes that establish service metrics and while monitoring and analyzing results.
Resolves problems and disseminates advisories to staff and Consultants as needed.
Requirements :
Personable, friendly, and outgoing but with strong leadership skills
At least 3+ years of Customer Service management experience
Excellent verbal and written skills
The ability to maintain calm under pressure
A thorough knowledge of the concept of managing a team to keep morale at the highest level
Efficiency and organizational skills
Knowledge of computer programs but not limited to Excel, Word, etc.
Bilingual (Spanish)
Job Type : Full-time
Benefits : 401(k)
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule : 8-hour shift
8-hour shift
Monday to Friday
Experience :
Customer Service Management : 3 years (Required)
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