Customer Care Manager

Leadership and Team Management

• Supervise a team of technical sales, customer service and after-sales support representatives, providing guidance, coaching, and performance feedback to ensure high-quality service delivery.
• Lead by example, promoting a positive, collaborative work environment that encourages open communication and teamwork.
• Carry out regular team meetings to address issues, share updates, and reinforce company values and service standards.
• Develop and maintain schedules to ensure adequate coverage, balancing workload and optimizing response times.
• Support the recruitment, training, and onboarding of new team members to maintain a strong, competent team.

Customer Service and Support

• Ensure customer inquiries, complaints, and requests are resolved in a timely and satisfactory manner, upholding the company's customer service standards.
• Serve as an escalation point for complex or unresolved issues, working with customers directly when needed to find solutions.
• Monitor customer feedback, analyze trends, and provide recommendations for process improvements based on customer needs and concerns.
• Collaborate with other departments to resolve customer issues and improve inter-departmental workflows for a seamless customer experience.

Performance Management and Reporting

• Set clear performance goals and objectives for the customer service team, ensuring alignment with department and company goals.
• Track and evaluate team performance metrics, such as response time, first-contact resolution, and customer satisfaction scores.
• Prepare and present regular reports on team performance, identifying trends, challenges, and areas for improvement.
• Use data-driven insights to coach team members individually, ensuring continuous performance enhancement and development.

Process Improvement and Efficiency

• Analyze current processes to identify inefficiencies, recommend improvements, and implement solutions to enhance customer service delivery.
• Develop and update standard operating procedures (SOPs) and guidelines to maintain consistency and quality in customer interactions.
• Stay updated on industry best practices and technology trends in customer service to drive innovation within the team.
• Participate in cross-functional projects aimed at improving the overall customer experience and streamlining workflows.

Compliance and Quality Assurance

• Ensure that the customer service team adheres to all company policies, as well as industry regulations and standards.
• Conduct regular quality assessments of team interactions to ensure they meet established standards for communication, professionalism, and problem resolution.
• Implement training programs and refresher courses to keep the team updated on compliance requirements and best practices.

Job Requirements

• BS/BA in business, mechanical engineering or related field is preferred.
• Five or more years of elevator industry experience required.
• Three or more years in a management role preferred.
• Must be mechanically inclined, analytical, creative and be able to work in a team environment.
• Must possess superior skills in organization, communication, problem solving, understanding customers’ decisionmaking process, verbal and written communication and multitasking.
• Must have prompt and regular attendance, a sense of urgency, self-motivation, and discipline.
• Must be proficient with Microsoft Office and Windows OS including Outlook, Excel, Word, PowerPoint, popular web browsers and search engines, familiarity with ERP systems preferred.
• Experience with Salesforce, Tableau or other analytics platforms preferred.

Capabilities

• Communicates effectively: Shares information with the team. Actively listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.
• Manages performance: Has an authentic interpersonal style that engages others and encourages high performance. Uses personal influence to encourage and support.
• Develops talent: Values the difference that each team member makes and connects their role to organizational and team success. Provides direction and guidance in team and collaborative settings. Provides timely guidance and feedback to help others strengthen specific knowledge and develop skill areas to accomplish tasks or solve problems.
• Supports organization goals and values: Actively supports organizational goals and values. Aligns actions around organizational goals. Gives priority to organizational needs and concerns when making decisions.
• Decision making: Identifies issues, problems, and opportunities, recognizing issues, problems, or opportunities, and determining whether action is needed. Commits to action by implementing decisions or initiating action within a reasonable time. Involves others by including them in the decision-making process as warranted to obtain good information, make the most appropriate decisions, and ensure buy-in and understanding of the resulting decisions.