IMMEDIATE OPENING! GME/AVW is looking for a skilled call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. The Customer Care Manager will ensure that technology is utilized to a maximum and the customer service team are well-organized and productive. The Customer Care Manager must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems, an ability to see the “big picture” and make adjustments / improvements that as we go.

Summary

The Customer Care Manager manages a team or unit of customer service representatives and ensures service levels are met or exceeded. Provides relevant data and reports to operations and works alongside the Customer Service Team on queue management, as needed. Is responsible for establishing efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Monitors and measures service metrics and utilization to develop standards, improvements, or changes to processes. Also makes recommendations to operations for changes in services based on customer feedback and requests. Manages subordinate staff in the day-to-day performance of their jobs. Ensures that project/department milestones/goals are met and adhere to approved budgets. True first level manager with full authority for personnel actions. Reports to a director or vice president. The ideal candidate will have strong research, organizational, and computer skills combined with excellent interpersonal communication abilities, initiative, discretion, and the ability to meet tight deadlines.

Essential Functions

• Runs various system-generated reports on a weekly and monthly basis to provide support to management and operations
• Assists/Supports with customer-related efforts for all AVW/GME Companies

o Follows company policies regarding suspension of service and collection procedures to ensure timely receipt of payments and reducing aged A/R records

• Assists with Call Center Queue Management through receiving in-bound calls, coaching peers, and coordinating phone coverage
• Establish and maintain a high level of customer satisfaction by resolving customer-related issues the first time around
• Communicate effectively with the Sales and Operations teams
• Ability to create a customer-centric culture
• Performs other duties as assigned

Required Qualifications

• Bachelor’s degree in administration, business, customer service, or related field. Or 8-10 years equivalent experience.
• Minimum of 5 years of experience in customer service or technical support manager/supervisor position.
• Ability to effectively present information to and respond to questions from customers, groups of managers, and/or executives.
• Extensive knowledge of the customer service/experience function and department processes.
• Strong computer skills, including working knowledge of MS Office suite and the ability to learn and comprehend new software applications.
• Strong leadership, interpersonal, intercultural, and communication skills.
• Ability to problem solve and collect, create, and present data in a variety of formats such as charts, graphs, tables, and written reports and correspondence.
• Ability to act as technical and application expert to provide industry understanding and in-depth training for team and/or company.