Customer Care Manager

2 days ago

🇺🇸 United States – Remote

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

+15 more states

🌵 Arizona – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🐎 Kentucky – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Medical Guardian

WebsiteLinkedInAll Job Openings

Medical alert systems and devices • personal emergency response services • medical alarms • mobile alert systems • technology

201 - 500 employees

Founded 2005

⚕️ Healthcare Insurance

🧘 Wellness

Description

Role Overview: The Customer Care Manager leads and inspires a team of agents to provide excellent customer service and effectively attain/exceed all key service objectives and goals. The Manager fosters a culture of collaboration and continuous improvement to engage employees and ensure an exceptional and ever improving experience for our customers. Permanent residency in one of the following states is required: AZ, DE, FL, GA, KY, MA, MD, MI, NJ, NY, OH, PA, SC, ID, IL, NC, WV, and TX only. Essential Responsibilities: • Supervise day-to-day operations and workflows in the Customer Care department. • Ensure service level and quality standards are achieved in accordance with service objectives. • Perform regular quality monitoring/process audits to assess customer satisfaction levels and evaluate agent accuracy and policy/process adherence. • Coach and mentor staff to deliver a high level of service; set goals for team members and help them reach those goals. • Answer agents’ questions, guide them through difficult calls or issues and effectively resolve escalated situations and/or customer complaints. • Keep accurate records of discussions and/or correspondence with customers. • Establish close partnerships with management in all areas of operations. • Serve as a subject matter expert on products, processes and platforms; stay informed on the latest updates and enhancements. • Support new strategic initiatives; create effective customer service policies, procedures and standards. • Analyze customer care data and statistics to drive results and champion process improvements that reduce effort and improve the customer experience. • Create and implement customer loyalty programs. • Other duties as assigned.

Requirements

3+ years of Contact Center experience • 2+ years of previous experience supervising staff in a customer service environment, with proven ability to lead/manage staff virtually • Bachelor's degree or equivalent work experience • Proficient in Microsoft Office Suite • Flexibility to support all hours of operation including weekends required • Preferred Skills: • Leadership • Passion for Customer Satisfaction • Process Improvement • Collaborative Problem Solving • Negotiation and Conflict Resolution Skills • Organization and Time Management • Strong Written, Verbal and Interpersonal Communication Skills