California Closets Looking for Manager, Customer Care at Remote Full Time

For more than four decades, California Closets has built a reputation for delivering truly custom products and unparalleled service to our clients. All our projects are 100% custom and built with the best products in the industry. We’ve helped transform spaces, enhanced homes, and allowed people to get more out of life.

The Manager, Customer Care is a hands-on leader responsible for providing guidance, direction and management over the Customer Care department consisting of our internal Central Support team and our First Contact Call Center vendor. This position will be responsible for working closely with market leaders, ensuring all lead First Contact processes and interaction procedures are adhered to. The Manager, Customer Care will assist employees with customer concerns, offer advice, or authorize special adjustments.

What We Offer:

California Closets has both company-owned and franchise locations. This location is company-owned, therefore earns the following benefits:

• Health insurance – Medical, Dental, and Vision
• PTO days and paid holidays
• 401K retirement plan with company match
• 40 hours/week with overtime potential
• Grow your career with us – many promotional opportunities are available

Franchises are independently owned and operated and may offer different benefits.

Duties and Responsibilities:

• With minimal guidance, effectively lead the day-to-day operation of the Central Support & Central Design teams by providing direction and ensuring business goals are met.
• Direct management of staff currently consisting of Senior Customer Liaisons performing tasks such as consultation scheduling, eCommerce Support and providing design assistance.
• Accountable for departmental KPIs including, but not limited to, lead generation and scheduling, eCommerce customer service, quality, NPS and adherence.
• Responsible for workforce Management ensuring volume trends are managed and the teams are appropriately staffed to meet service delivery and service level goals.
• Partners with local operations ensuring the team is performing within standard and local nuances are adhered to.
• Development and distribution of Customer Care reporting providing markets with performance updates by collecting, analyzing, and summarizing data and trends.
• Conducts monthly and Quarterly market business reviews and makes continuous recommendations for improvements to drive Performance results
• Determines Care Center Training requirements are met by conducting needs assessments, performance reviews, and cost/benefit analyses; defining user requirements; establishing productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves Customer Care operations by monitoring system performance and reporting issues affecting productivity.
• Responsible for providing training, mentorship, and motivation to the staff, including hiring and onboarding, retaining talent, handling personnel administration and performance management.
• Create onboarding plans for new hires and act as a training liaison for all Customer Care development, training, and continuous education opportunities.
• Set expectations for performance based on feedback and ensuring the team is adhering to procedures and achieving individual goals and department level performance metrics.
• Monitor, review and ensure issues are corrected. Audit and monitor transactions, tracking opportunities, and provide coaching and feedback to individual team members and to the team.
• Monitor how both the group and individual team members are performing. Thinking of ways to increase productivity and customer satisfaction. Their observations may be documented in written reports submitted to management.
• Communicate repetitive issues, trends and other key learnings to management and internal partners (product team, Marketing, Technology) to proactively resolve future repeat concerns.
• Other back-office duties as assigned.

Qualifications:

• 5+ years of experience managing in a call center environment
• Must have a proven track record leading successful Call Centers
• Supervisory experience required
• Thorough understanding of Call Center KPIs and performance drivers
• Strong knowledge of Call Center technologies
• Program or Client Services management experience a plus
• Call Center vendor management experience a plus

Check out our careers page for more open positions: Careers & Available Jobs

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We are an equal opportunity employer. We E-Verify.

Job Type: Full-time

Pay: From $80,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Call center management: 5 years (Required)

Work Location: Remote