Tidal Wave Auto Spa Looking for Customer Service Manager at Thomaston, GA Full Time

BASIC FUNCTION

The Customer Care Manager plans and executes programs to support the Customer Service and Camera Team (the role of the camera team is to monitor site adherence to brand and customer service standards). Working collaboratively across the Operations, Marketing, home office and other teams this individual ensures visibility of both functions within Tidal Wave and drives continuous service improvements. Reporting to the Chief Marketing Officer, this leader is responsible for determining and driving the strategic direction of the Customer Care department and its twelve team members.

ESSENTIAL RESPONSIBILITIES

• Works with leadership to set service standards for customer experience in response to call, email, or other correspondence (avg speed of answer, email response, hours, on hold, etc.)
• Identifies and partners with the operations team to address widespread common issues to continuously improve the customer experience
• Manages performance to service standards.
• Works with Marketing and/or Customer Service Supervisor to develop or modify responses to various customer issues or inquiries.
• Acts as final word on escalations and may personally handle some sensitive or escalated issues.
• Responsible for determining and driving the strategic direction of the department.
• Manages, schedules and directs activities of Customer Service and Camera Teams

• Monitors and evaluates each team member, providing weekly, monthly, and annual feedback.
• Provides coaching, training, and motivation to improve effectiveness of the team.
• Prepares, analyzes and distributes scheduled and ad hoc reports.
• Conducts an annual business review.
• Implements all programs related to third-party vendor support (overflow and after-hours, foreign language translation, etc.) with assistance from Customer Service Supervisor.
• Develops improved emergency response capabilities and participates on Crisis Management Team.
• Executes various projects to gain improvements in service quality and staffing support.
• Acts as a liaison with Marketing, keeping informed of new services, new promotions, etc. and sharing information with the Customer Service team.
• Leads call and email response to emergency situations. Drafts scripts to guide CSRs in responding to customers.

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QUALIFICATIONS & SKILLS*

• Minimum of five years Customer Service contact center and staff management experience.
• BA or BS in Communications, Business, Public Relations, or related field.
• Demonstrated ability to partner across an organization. Maintains a strong relationship and direct & frequent interaction with other members of the company.
• Strong computer skills including proficiency in Microsoft Office Suite. Experience with phone systems reporting and CRM software required.
• Strong analytical, reporting, forecasting and problem solving skills. Excellent written communication, verbal communication, and organizational skills.
• Detail-oriented and a proven leader who is collaborative and team-oriented.
• Skilled in multi-task management, resource management, diplomacy, claims negotiation/resolution, data analysis, writing, presentation, recruiting and training.
• Flexibility and willingness to work various scheduled hours, attend work-related training, and travel as requested by management.

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Requirements*

• Can pass a drug test and criminal background check.
• Are legally eligible to work in the United States.

About Tidal Wave:

Tidal Wave Auto Spa, headquartered in Thomaston, GA is one of the fastest growing conveyor car wash chains in the industry. With nearly 100 locations in 15 states, and ongoing development in many more, Tidal Wave is giving more communities the opportunity to experience the Tidal Wave difference. Our team members are focused on delivering superb customer service and sparkling clean cars to every customer, every time. Tidal Wave is on the Inc. 5000 list as one of America’s Fastest Growing Private Companies in 2020 and 2021. Come join the team that is redefining the car wash industry!

If you enjoy working in a supportive team environment, you’ll enjoy your career with Tidal Wave Auto Spa!

Job Type: Full-time

Pay: $70,000.00 – $80,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 3 years (Preferred)
• Management: 3 years (Preferred)

Work Location: One location