The Customer Care Manager sets the pace and supervises the day-to-day customer experience, productivity and service excellence for a team of direct reports. They create a positive and consistent focus in providing exemplary customer experience as measured through customer feedback surveys, reviews, and service handling metrics. This leadership role manages the contact center floor; planning, assigning and directing workflow, actively monitoring live queue performance, and customer wait times. Coaching and developing employees and leading continuous improvement efforts are crucial to providing world class customer service for this position. The position serves as the subject matter expert and process owner for the service recovery plans while handling escalated calls and cases. Availability for the extended hours to support agents and customers with live support are expected.
Duties/Responsibilities:
- Ensure a customer-focused, quality-based culture delivering “world class” Customer experience.
- Monitor and supervise daily service levels, queue performance, agent productivity, Wrap Up, Hold, Unavailable times, long calls, case assignments, shift, break and lunch schedules.
- Provide one-on-one coaching sessions for improvement opportunities in case work, Call handling and Quality Assurance, conduct month end performance reviews detailing improvement successes and additional performance goals and opportunities.
- Champion a "Voice of the Customer" spirit rooted in customer advocacy and contact handling built on a first contact resolution/close the loop mindset, ownership and accountability.
- Encourage professionalism, optimism, curiosity, positive team morale and empowerment.
- Recommend work process improvements for performance, and customer experience.
- Be a change-agent, manage ongoing change through effective and positive communication, flexibility, compassion, positive team spirit and leadership by example.
- Develop solutions, troubleshooting guides, workflows, and SOPs to enhance internal and external operations.
- Remain aware and knowledgeable of our products, industry trends, best practices, technical service bulletins, service recovery plans, advances in technology and competitor offers.
- Conduct performance evaluations, disciplinary action and talent reviews.
- Other duties as assigned.
Skills/Abilities:
- 3+ years in a manager or supervisor role within a contact center/customer service environment.
- Strong verbal/written communication and the ability to resolve conflict diplomatically.
- Comfort with analyzing service data and driving KPIs through employe coaching and development.
- Mechanical/technical background in troubleshooting, small engine repair, product assembly, and electrical systems is preferred although training is available for the right candidate.
- Experience managing or supporting warranty claims and service networks is helpful.
- Ability to interpret product manuals, replacement parts lists, diagrams and schematics is helpful.
Education and Experience:
- Bachelor’s degree in a business-related course or equivalent experience.
- 3-years of contact center experience, with at least 3 years in a Supervisor/Manager Role.
- Strong knowledge of contact center technologies, phone systems, OMS/CRM platforms, (NetSuite and Contivio experience a plus).
- Basic troubleshooting skills for mechanical or technical products.
- Familiarity with outdoor power equipment, mechanical/technical products.
- Experience in consumer products, technical support, small engine / outdoor power equipment and mechanical/technical field a plus.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 25 pounds at times.
Compensation Package
- Competitive pay, salary based on experience
- Multiple medical plans including HSA availability with company contributions
- Company paid disability & life insurance coverage
- 401(k) with generous company match
- Paid Time Off (PTO), Paid holidays
