Manager, Customer Care

Responsibilities

• Manages and directs all daily activities of the Broadband Networks Inside Sales and Customer Care team.
• Responsible for promoting account development and increasing sales within assigned accounts.
• Maintains and develops a winning team by monitoring performances and taking appropriate actions.
• Directs, develops, motivates, and retains a highly skilled and knowledgeable employee base.
• Promotes customer satisfaction through the successful resolution of problem situations.
• Acts as a point of contact for escalated issues and determines if problems need to be escalated to higher management levels.
• Manages and organizes department workload to ensure effective resolution of problems and requests.
• Formulates procedures for front-line support and associated responsibilities.
• Ensures problems are resolved or transferred to the appropriate subject matter expert and manages solutions to the problems.
• Achieves departmental sales profitability forecast objectives to realize financial objectives and assists in managing the expense budget.
• Manages the Quotation process, providing direction on pricing when needed.
• Oversees new customer set up and approval.
• Develops and implements department process improvements and acts as an advocate for change.
• Recommends improvements in processes and workflow by using logical, analytical thinking and structured problem solving for on-going productivity improvements.
• Builds intra-departmental relationships by influencing and providing leadership, direction, motivation, and on-the-job training to the Customer Care team to encourage customer-focused, self-motivated team members.
• Provides feedback on call performance and provides alternatives to handling customer disputes and requests to develop employees to the point of independent action.
• Provides input and recommendations for performance evaluations, recommends supplemental training based on performance, provides insight and direction in developing training plans and career pathing.
• Manages the Inventory Reserve process on behalf of Broadband Networks market, including gathering appropriate information, updating all reserve documents, and providing summary information to the VP of Customer Care within the timeframes allotted.
• Manages customer scorecards for all Key Accounts, ensuring all scorecards are completed accurately and timely, according to the defined schedule.
• Manages the internal Departmental scorecards and provides accurate and timely updates monthly.
• Manages the training schedule for the Customer Care staff, coordinating with Support departments and Suppliers, and ensuring appropriate staffing levels while assigning training schedules.

Qualifications

• High school diploma or equivalent required.
• At least five years of related office/customer service management experience.
• MS Office fluency. Word and Excel are specifically required (ability to perform VLOOKUPs & pivot tables a plus.).
• Strong analytical/problem-solving skills.
• Ability to prioritize, multi-task, and work in a fast-paced environment.
• Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the Company.
• Mathematical Skills: Ability to add and subtract 10-digit numbers, to multiply and divide with tens and hundreds; ability to perform these operations using units of American money and weight measurement, volume and distance.