Job Description

Position Purpose/Overview -Hybrid Position

We are seeking a highly motivated and customer-oriented individual to lead our Customer Care team as our Manager of Customer Care. The Manager of Customer Care is responsible for ensuring our Customer Care team members provide our customers with an exceptional service experience.

Managing a team of 15-20 Customer Care Reps supporting 20+ entities and business lines

This person will assess current call center technology and Customer care verbiage.

This person must have the ability to implement change successfully

Responsibilities/Duties/Functions/Tasks

• Responsible for the strategic planning and execution of customer support
• Develop and execute training curriculum for the call center, ensure quality in calls, and provide reporting and analytics.
• Develop a system that provides accountability and resolution for all customer service issues.
• Will travel to each business entity in the State of FL and develop a true accountability system for each group.
• Ensure customers are met with outstanding customer service.
• Provide exemplary leadership with an emphasis on mentorship, professional development, and guiding team members to leverage every call for maximum efficiency and quality
• The Manager of Customer Care include: Build and own the customer service process dedicated to exceeding customer expectations.

• Develop and implement robust customer service processes to ensure seamless interactions across phone, email, chat, etc.
• Become a product expert on offerings, empowering you to confidently address customer inquiries and concerns.
• Champion a customer-centric culture that fosters customer loyalty
• Gather and analyze customer feedback to improve the overall customer experience. Support and lead the team as a people manager, managing capacity, development, escalations, and KPIs
• Actively look for opportunities to enhance standards and improve process efficiency, supporting the team to make the appropriate changes.

• Partner with technical leadership team, working closely with them to close any knowledge gaps within the service and inside sales team.
• Work closely with marketing, field sales, and senior leadership
• Evaluate and improve inside sales processes and procedures through department activities and projects.
• Monitor and report on metrics for the team ensuring KPI’s performance against targets.

Qualifications:

• 3+ years of experience in customer service/call center leadership,
• Ability to implement processes and new technology to help improve accountability and metrics.
• Travel is required through out the state of FL.
• Strong relationship, collaborative, and organizational skills with a high degree of initiative and self-motivation.
• Demonstrates outstanding communication and interpersonal skills, with the ability to build rapport with customers and foster a positive team environment
• Knowledge of Microsoft Office (Excel, PowerPoint, and Word) and experience with Hubspot or other customer relationship management software.

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