Customer Care Manager
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Job Description
Customer Care Manager overseeing daily operations of the Customer Care team at Meridian Bird Removal. Leading team members in service quality and operational alignment.
Responsibilities:
- Lead, mentor, and coach Customer Care Representatives (CCRs) and CCR Leads to achieve departmental goals.
- Conduct one-on-one coaching sessions and provide structured feedback to improve performance and engagement.
- Partner with the Training Department to enhance onboarding, process documentation, and continuing education.
- Oversee work order (WO) setup and handoff to ensure accuracy in Salesforce.
- Manage technician scheduling, confirm availability, and coordinate preservice calls.
- Arrange and monitor travel within budget and profitability guidelines.
- Review job completion documentation, surveys, and notes for quality assurance.
- Conduct follow-up and CSAT (Customer Satisfaction) calls; escalate issues when necessary.
- Verify all job documentation prior to financial transition.
- Foster a culture of accountability, positivity, and teamwork that aligns with Meridian’s Core Values.
Requirements:
- **2+ years of management or supervisory experience**, preferably in a customer service or operations/logistics environment.
- Proven ability to **lead teams**, manage priorities, and deliver results in a remote setting.
- Strong interpersonal and communication skills with the ability to build trust and motivate others.
- Experience with **Salesforce**, scheduling systems, or similar customer care platforms preferred.
- Exceptional organizational skills and attention to detail.
- Demonstrated ability to think critically, problem-solve, and adapt in a dynamic environment.
Benefits:
- Salary range: **$50,000–$60,000 annually**, based on experience
- **Health, Dental, Vision, and Accident Insurance**
- **Life, Short-Term, and Long-Term Disability Insurance**
- **401(k) Plan with Company Match**
- **Paid Vacation Plan**
- Opportunities for growth and professional development
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