Customer Care Manager
Company: 3 Day Blinds LLC
Location: Irvine
Posted on: May 27, 2023
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Job Description:
**Customer Care Manager**at 3 Day Blinds - Corporate Irvine, CA
With over 40 years of success, 3 Day Blinds has become the leading
national retailer and manufacturer of quality custom made blinds,
shades, draperies and shutters. We help transform our client's
homes and workplaces by offering a wide variety of products that
add beauty and comfort to every space. It takes a talented group of
individuals to do what we do, and we do it together as One Team. We
strive to create a culture of learning and opportunity, and most
importantly, an environment where you can feel passionate and
connected to your work every day.The Manager, Customer Care
contributes to the success of 3 Day Blinds through their monitoring
of the efficiency of the customer care department and applying
methods to improve processes including customer service, case
management, de-escalation, data analysis, ongoing training
initiatives and implementing new technology. The Manager, Customer
Care is responsible for coordinating with the other members of the
leadership team to support front-line agents in handling phone
calls and email requests efficiently, effectively, and accurately.
The Manager, Customer Care enhances the customer experience and
department efficiency through improvements in system knowledge and
application, quality assurance measures and by meeting evolving
training needs to support new initiatives and programs.**WHATS IN
IT FOR YOU*** As a Customer Care Manager, you will ensure our
internal and external clients receive the superior client
experience that is part of our brand promise and Core Values.*
Youll receive competitive pay and benefits including medical,
dental, vision, paid time off and a 401(k) plan with a degree of
employer matching.* We work hard, but we also celebrate success and
find ways to have fun.We are looking for ambitious and driven
individuals to join our growing team. We operate in a
high-performance, dynamic culture and our work atmosphere is
entrepreneurial. If this sounds like it could be you, read on!**HOW
YOULL CONTRIBUTE*** **Performance Management**+ Monitor and provide
feedback on Agent, Team Lead and Supervisor job performance
regularly+ Propose and execute strategies to drive results and help
achieve department KPIs such as, Average Handle Time, Agent
Availability, Quality Assurance/Customer Satisfaction, Schedule
Adherence, Speed to Resolution. Collaborate in the development of
quality assurance scorecards and other quantifiable performance
measurements to provide coaching and feedback to customer care team
members+ Conduct call monitors and case audits to ensure highest
level of service+ Review reporting on team performance and provide
specific, measurable, attainable, realistic and time-bound goals to
achieve department objectives+ Support the documentation of
performance trends to help identify training opportunities and
provide feedback to supervisors, team leads and front-line team
members+ Take ownership of and continually work to improve
department processes and projects to improve results and reduce
errors+ Monitor appropriate contact center performance goals and
implement programs to continually drive results and build team
skills **Team Development**+ Provide strategic leadership to
supervisors and team leads, broadening and elevating their
abilities+ Develop and execute reward and recognition programs
designed to increase employee morale while driving performance
success+ Create succession plans for key roles with the Customer
Care Contact Center, ensuring a bench of future leaders+ Conduct
ongoing analysis of the department and employee productivity using
available statistical indicators and uses that analysis to detect
developmental opportunities+ Develop and update processes and
procedures as appropriate to achieve desired production and quality
goals for the team **Operational Performance** + Leverage role as a
leader of leaders to improve on function and results of the contact
center team+ Identify barriers and challenges within the department
and work to remove them+ Set direction for team members to exceed
expectations for service, productivity and accuracy+ Implement best
practices to reduce escalated calls, retain business and create
future opportunities+ Understand contact delivery paths and how
call volumes, call types and call complexities impact staffing
plans and customer service+ Handle escalated calls providing
exceptional customer service and providing coaching and guidance to
front-line team members+ Partner with Customer Relations Leadership
Team and be comfortable documenting, synthesizing and presenting
service escalations to a range of audiences from the executive to
frontline levels+ Suggest, create and help implement best
practices, training courses and standard operating procedures to
reduce future escalations and provide a customer-centric experience
**Recruiting and Hiring**+ Collaborate with Human Resources and
Recruiting teams to develop success profiles for frontline and
leadership team members+ Design interview questions and scoring
systems to help identify the best candidates+ Demonstrate
successful interview strategies and techniques to supervisors and
other team members to help identify successful candidates+ Document
and provide feedback to recruiting partners on quality and quantity
of applicants+ Provide feedback and guidance on hiring, recruiting,
onboarding and new hire training programs **Miscellaneous**+
Support a positive work environment that results in employee
retention+ Motivate and encourage team members+ Document and work
to resolve employee concerns following established paths as
necessary+ Other duties as assigned **ATTRIBUTES FOR SUCCESS***
Thorough understanding of contact center technologies, employee
development and training best practices particularly Nice
inContact* Experience with CRM systems as it relates to customer
life-cycle management, engagement and retention* Customer Service
best practices and philosophies* Strong relationship-based service
skills, with demonstrated customer service orientation* Microsoft
Office Suite, particularly Excel and PowerPoint* Understand and
carry out oral and written instructions and request clarification
when needed* Effective decision making skills, independently and as
a member of a group* Strong interpersonal and communication skills*
Collaboration and delegation of tasks* Prioritization of work and
multi-tasking in a fast paced environment* Strong follow-up skills*
Adaptable to change and introduction of new
technology**REQUIREMENTS*** Minimum 5 years experience in a contact
center leadership role* Availability to work business hours of
operation Monday through Friday, with an occasional need to support
on Saturdays.* This position offers the ability to work from home
in a distraction free workplace and would require monthly in-person
meetings.* Experience leading a distributed workforce* Background
in project management or other cross-functional leadership
positions* High school degree or equivalent* Bachelors Degree
preferred* Excellent verbal and written communication
Keywords: 3 Day Blinds LLC, Irvine , Customer Care Manager, Executive , Irvine, California
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