Customer Care Manager
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Job Description
Manager of Customer Care for Reworld ensuring high-quality client services and effective team management. Overseeing hiring, training, and strategies to achieve customer satisfaction and revenue goals.
Responsibilities:
- Hire, train & develop customer service personnel across all MPF locations
- Complete yearly reviews and develop goals for personnel to support the company, region, and department
- Establish standard job descriptions and roles and responsibilities for all Client Services positions
- Work with Sr Director, Customer Care in defining a strategy to reorganize the Customer Service Department
- Achieve budgeted revenue targets related to assigned book of customers
- Mentor and manage Account Managers in achieving individual revenue quotas
- Grow and foster a Customer First Culture: provide timely, reliable, accurate information and documentation to our customer base
- Champion Customer Service commitment to same day response for all internal/external customer inquiries
- Train and coach customer service representatives to ensure quality and standardization of roles, responsibilities, system utilization and overall service delivery
- Build on-call scheduling function including definition and measurement of KPIs
- Participate in client review meetings and sales presentations as required
Requirements:
- High School Diploma / GED required
- 3-5 years of experience in Client Services
- Extensive leadership and team building skills
- Experience in project management
- Must exercise good judgement and problem-solving skills
- Demonstrate attention to detail and time management
- Ability to analyze information and suggest improvements
- Proficient in Microsoft Office, specifically Outlook, Word, and Excel
- Excellent written and verbal communication skills
Benefits:
- Competitive compensation and benefits packages
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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