POSITION SUMMARY:
The Customer Care Assistant Manager plays a critical role in supporting the customer care department's operations and ensuring exceptional customer service. This position involves assisting the Customer Care Manager in overseeing daily operations, managing customer inquiries, and leading a team of customer care representatives. The Assistant Manager collaborates closely with the Customer Care Manager to maintain high service standards and customer satisfaction.ESSENTIAL JOB FUNCTIONS:
- Assist in leading and guiding the customer care team, ensuring they provide prompt and effective assistance to customers.
- Interact with customers to address inquiries, resolve issues, and provide solutions, ensuring a positive experience.
- Provide coaching, mentoring, and support to customer care representatives, promoting skill development and team cohesion.
- Monitor customer interactions and feedback to ensure high service quality and adherence to company standards.
- Assist in handling escalated customer issues, working to resolve complaints and complex cases promptly.
- Maintain effective communication with customers, team members, and other departments to ensure seamless service delivery.
- Assist in generating reports and performance metrics related to customer interactions, service levels, and team performance.
- Identify opportunities to enhance customer care processes, streamline workflows, and improve efficiency.
- Assist in training new customer care representatives, ensuring they are knowledgeable about products, services, and procedures.
- Collaborate with cross-functional teams to share customer insights and contribute to customer-centric strategies.
NECESSARY KNOWLEDGE, SKILLS, ABILITIES, AND OTHER CHARACTERISTICS:
- High School Diploma or equivalent.
- Strong organizational skills with the ability to identify and prioritize tasks efficiently with minimal supervision.
- A sense of urgency and ability to drive issues to prompt resolution.
- Ability to resolve Customer Escalations by:
- Listening and empathetically communicating with customers.
- Exercising strong analytical skills to determine root cause of the customer’s concern and details required to ascertain the best resolution.
- The ability to collaborate with cross-functional teams when their input is required while advocating for the customer when necessary and driving escalations to resolution with firm diplomacy.
- Strong understanding of standard Customer Service Key Performance Indicators with the ability to prepare reports with actionable data.
- Strong Excel skills and some experience with Salesforce is desired.
- Collaborate with the Customer Care Manager on team member development plans, performance assessment, performance improvement plans, and documentation.
- Support the team in maintaining the smooth operation of day-to-day operations.
- Exceptional verbal and written communication skills with an ability to tailor both to the audience.
- Meticulous in maintaining accurate data and comprehensive record keeping.
- Willingness to adapt to changing customer demands and organizational needs.
NOTICE:The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees are requested to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate.
This document is subject to change at any time without notice.As an Equal Opportunity Employer, we are committed to building a diverse organization.
