Customer Care Manager at Window Nation in Fulton, MD
We are hiring immediately for a Customer Care Manager in the Columbia, Maryland area! The Customer Care Manager oversees the company's Customer Care department to provide excellent customer service and to promote this idea throughout the company. This role is responsible for overseeing daily operations of the department and includes reporting to meet KPIs and coordinating ways to enhance the customer experience within the company. This Manager will be a liaison between the Company and customers to create engaged customers and facilitate organic growth. The right candidate will possess a strong work ethic, excellent communication skills, exceptional attention to detail and effective leadership skills. Primary Duties & Responsibilities Improve the customer experience from the second they contact the company through resolution Create engaged customers Facilitate organic growth Develop, manage and maintain service procedures, policies and standards to achieve company goals through KPIs Report department effectiveness through key metrics (abandon rates, speed to answer, first call resolution, etc.) Control resources and utilize assets to achieve qualitative and quantitative targets Adhere to and manage budgets Manage all customer communication to the Customer Care department via phone calls, chat or emails Qualifications & Requirements Bachelor's Degree required Minimum of 10 years of Customer Service experience with a minimum of 5 years Customer Service Management experience Excellent verbal and written communication skills Efficiency and organizational skills Administrative & analytical skills Experience in managing, training and supervising performance of teams is required Knowledge of technical tools such as CRM platforms, Microsoft office, etc. Success Factors Interpersonal skills Perseverance Results-driven
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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