Customer Care Manager

Description

Title: Customer Care Manager

Reports to: Director of Operations

Summary: The Customer Service Manager ensures quality of services and customer satisfaction among VRC operations. This position will lead a team of customer service representatives to be the face of VRC for all customer requests – be they orders, comments, or complaints. This position is responsible for maintaining full staffing in a fast-paced business environment while providing excellent customer experience for all existing and potential VRC customers.

Essential Functions:

• Identify and rectify problems, bringing them to the attention of management when necessary.
• Maintain full staffing levels, keep staff hours within target range, train and motivate staff, and perform reviews.
• Prepare assignments and manage satisfactory completion of these assignments by the data entry employees.
• Communicate with staff about changes in policies, procedures, and other pertinent information.
• Responsible for providing courteous and attentive treatment to all customers’ needs by presenting a professional and positive company image.
• Handle and resolve all customer problems.
• Interact with customers in person, over the phone, and via email.
• Handle/coordinates special customer requests.
• Follow up with customers and vendors as needed.
• Take phone orders and process uploads.
• Other tasks as needed.

Competencies:

• Detail oriented and organizational skills to meet deadlines.
• Strong organizational, interpersonal, and communication skills
• Possesses problem-solving skills.
• Can work both in a group setting and individually.
• Ability to write well.
• Understanding of technology, especially Microsoft Office including Excel, Outlook, PowerPoint, and Word.

Requirements

Work environment: Must be able to tolerate heat in the summer and cold in the winter.

Physical demands: While performing the duties of this job, the employee is regularly required to stand and walk. The employee is occasionally required to sit, climb/balance, stoop, kneel, or crouch. Must be able to reach, handle, carry, and lift between 10 lbs. and up to 50 lbs. While performing job duties, the employee is regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material.

Education and eligibility requirements:

• High School Diploma
• Must be willing and able to write and communicate in English.
• At least 2 years of supervisory experience in Customer Service
• Must have a flexible schedule including being on-call after hours, on weekends, and 
• holidays.
• Well-organized and responsible
• Self-motivated

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice