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Job Title: Customer Care Manager
Reports To: Director of Customer Experience Department: Customer Service – Customer Care Group
FLSA Status: Exempt Location: Boston, MA
Prepared By/Date: Human Resources March 2012
Summary: Responsible for resolution of all customer issues escalated to Customer Care Group with the goal of delivering a positive experience.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
· Monitoring and responding to situations where customers are not having a positive experience, with the goal of addressing issues and delivering a positive experience from the point the care manager becomes responsible
o Communicate with customers to understand the situation and their concerns, with focus on rapid initial contact (e.g. contacting customers with issues within 1 business day), and effectively delivering and ensuring execution of a resolution plan
o Working across functional areas to develop, communicate, and ensure execution of plan of action for each customer
o While working with customer concerns, manage risk to the business by preventing NSL from assuming undue liability
o Follow procedures for engaging insurance, subcontractors, or other parties
o Track customer situations in NSL systems, with consistent and accurate documentation of all activities and plans
o Customer Care Manager has direct responsibility for customer cases they are assigned ownership of, as defined by Customer Care group structure and processes
· Identify, prioritize, and develop process guidelines for most important customer issue types, for approval by head of department.
· Train and assist in development of other customer care team members, and team members throughout the organization, in skills related to Customer Care approach and procedures
· Proactive identification of needs and opportunities to improve customer’s experience overall is a responsibility as well.
· Key performance metrics include:
o Customer satisfaction with issue resolution process
o Percent of customers responded to within 1 business day
o Case resolution rate
o Adherence to financial guidelines as defined for Customer Care Group
o Salesforce and other system/process accuracy
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education/Experience:
- Experience in Customer Service and Data Entry preferred, with experience in customer issue resolution
- Strong communication skills (written, oral, and phone), ability to work efficiently in a fast paced environment, and attention to detail required
- Bachelor’s Degree Preferred
- Computer Skills:
- To perform this job successfully, an individual should have knowledge of Word Processing , Spreadsheet, and Internet software
- Experience with Salesforce customer relationship management software desirable
- Write reports, business correspondence, and procedure manuals
- Effectively present information and respond to questions from groups of managers, clients, customers, and the general public
- Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
- Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Interpret a variety of instructions furnished in written, oral, diagram, or schedule forms
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