Job Description

JOB TITLE – CUSTOMER CARE MANAGER LOCATION – NEAR NORWALK, CA ONSITE, FULL TIME, DIRECT HIRE SALARY - $75K - $89K JOB SUMMARY OF THE CUSTOMER CARE MANAGER POSITION Integr8staff seeks a proven Customer Care Manager to oversee daily operations of the company’s contact center. This includes supervision of the customer care department, orders, and technical support teams. This role ensures that customers receive excellent service, KPI's are met, sets priorities for customer inquiries and ensures order processing quality. RESPONSIBILITIES OF THE CUSTOMER CARE MANAGER POSITION Manage the daily operations of the customer experience department Ensure excellent customer service is delivered through all contact center channels Ensure the achievement of department KPI's and performance goals Monitor and execute on critical department metrics related to hold time, abandoned calls, etc. Coach and develop team members to acquire and refine necessary job skills through constructive feedback, ongoing training, and coaching techniques. Perform regular personnel reviews and one-on-one meetings with direct reports to evaluate performance against KPIs Conduct regular team meetings to review performance and improve results Review daily reports and performance analysis of operational and individual performance Define and communicate department and company policies and procedures. Write and/or revise policies and procedures documents, manuals, FAQs, etc. Oversee call and order quality process including call monitoring, order audits, feedback etc. Review customer complaints and cases, analyze and report on results Answer calls, respond to email and handle escalated customer issues at hand Complete other projects as assigned REQUIREMENTS OF THE CUSTOMER CARE MANAGER POSITION Must be able to communicate in English both verbally and in written form 5+ years contact/ call center experience supervisor with a proven track record 5+ years CRM/ NetSuite ERP experience Proficiency in call center applications, online chats, quality monitoring tools and applications, Experience with call center reporting tools and technologies Proficiency with MS Office, Excel & Word Data entry; typing 50 WPM (minimum) Able to pass a pre-employment background and drug screening UPDATED RESUME IS REQUIRED FOR CONSIDERATION. ONLY LOCAL CANDIDATES WILL BE CONSIDERED - POSITION DOES NOT OFFER RELOCATION OR VISA SPONSORSHIP.

Company Description

Our client is an exciting and aggressively growing company offering a fruitful career with upward mobility.