Customer Care Manager - Remote

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Posted 4 days ago United States Salary undisclosed
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Job Description

Job Description

Position: Customer Care Manager - Remote

As a Leader in the Customer Care group, your focus is to deliver post-sales support and solutions to the Forward customer base while serving as an advocate for customer needs. You will lead a specialized or focused area which may have diverse functional elements. You will be responsible to ensure that your team creates/enters quality data, adheres to established processes and meets established productivity targets. You will always be prepared to consult with outside customers regarding their specific needs and inquiries.

You will be responsible for delivery of departmental results through successful direction and management of your team. Your role will have an important part in the development and execution of the Client Relations yearly business plan and you will participate in establishing, implementing, and communicating departmental objectives and service levels. As a Manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis.

In addition, a proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team.

Core Responsibilities & Duties:
  • Must have leadership experience managing up to 50 associates in a Customer Care function
  • Create or re-engineer processes, systems, and/or structure to support escalated problem resolutions. Person should be able to look at local issues and extrapolate to how that plays out across a nationwide network
  • Proactively manage backlog, monitoring team queues and address potential issues before they impact the Customer experience
  • Review open/pending escalations & Cases and analyze gaps to document & prevent future occurrences
  • Create & monitor labor projections for your area of responsibility
  • Meet with external customers to understand their needs and set priorities and processes to ensure the Customer's business is supported in an efficient and scalable manner
  • Maximize Rep productivity through proficient use of Salesforce Application
  • Ensure team follows established processes and guidelines for data entry
  • Review HR/payroll records (attendance, timesheet and paid leave forms) ensuring completeness, accuracy, and timeliness
  • Provide motivation to team members while also mentoring and developing Supervisor and their team
  • Provide appropriate training, goal setting, and opportunities for growth to direct reports
  • Oversee office staff functions, including office supply levels, equipment maintenance, procedures manuals, forms, and direct cross training of staff
  • Establish and implement policies and procedures and follow up with supervisors to ensure compliance
  • Conduct performance appraisals, reward and discipline associates, resolve grievances, and manage compensation process for team members
  • Complete other duties as requested and ability to work some extended hours to include nights and weekends, as needed
  • Other duties as assigned

  • Experience using a CRM Platform for Customer Service is required. Salesforce Service Cloud preferred
  • Must have experience managing remote teams and employees
  • Strong technical skills (i.e., Microsoft Word, PowerPoint, Excel 2007, web based applications, etc.) to manipulate data and communicate your findings
  • Previous management/supervision experience required
  • Strong leadership skills, as well as being a 'team player' and flexible
  • Strong customer service skills with focus on performance recognition
  • Understands KPI's and has the ability to manage based on corporate goals and present to management and company executives
  • Strong coaching and people management skills including effective management of performance issues
  • Proficiency in planning written and verbal communications
  • Ability to work independently and prioritize multiple objectives in a fast-paced environment while delivering quality outcomes
  • Travel as needed (expected travel

  • Ideal candidate will possess a "can do" attitude with a "will do" work ethic
  • Must have the ability to work in a fast paced environment
  • Strong verbal and written communication skills
  • Transportation industry knowledge and experience is a plus

Forward is an Equal Employment Opportunity Employer.