Position: Customer Care Manager
Location: Greater New York area, NY
Job Type: Contract
Duration: 3-6 months
Job Description:
The role of the Contractor who will function as the Manager of Customer Care will be to ensure that the client provides a high level of customer service and meets its customer satisfaction goals, recognizing that this area is critical in the relationship with customers. They will manage the relationship with the call center and other support teams daily. They will identify opportunities to utilize information coming from the customer service area to recommend product improvements across the organization. They will work closely with all business units to provide support to their customers.
Major Duties:
- Works with Customer Care partner to establish appropriate staffing levels based on anticipated volume of activity.
- Reviews daily dashboards of activity; handles critical situations as they arise.
- Responsible for working with customer service partner to ensure that agents are being trained in a timely manner and online help articles are written as new features and enhancements become available
- Oversees customer issues and ensures professional, effective and long-term problem resolution, and assists Customer Service Representatives in troubleshooting orders that require special handling.
- Reviews and evaluates procedures pertinent to the effective and efficient operation of the customer service partner to ensure timely delivery and customer satisfaction and works within the Amazon Connect and Zendesk platforms to maximize operational efficiency
- Work with staff and Command Center to understand needs and implement support from the customer service partner in the weeks leading up to and during the events.
- Coaches Customer Service Team in order to achieve high performance and enforce the philosophy that the team is an extension of the client brand.
- Works with call center management to recognize high performance and handle challenges
- Provides feedback internally to Digital and IT teams and technology partners regarding service failures or customer concerns.
- Collaborates with Membership Operations team to ensure all customers have accurate and timely information on order status and/or changes.
- Performs other related duties as assigned.
Queen Consulting Group
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