Job Description

About the Company

We are seeking a highly motivated and customer-oriented individual to lead our Customer Care team as our Manager of Customer Care. This individual 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.

About the Role

The Manager of Customer Care is 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.

Responsibilities

• 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

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 throughout 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

Required Skills

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.

Preferred Skills

Experience in customer service/call center leadership, ability to implement processes and new technology to help improve accountability and metrics. Travel is required throughout the state of FL.

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