Customer Care Manager - Raleigh (Hybrid)

Job Summary

With limited oversight, manage the company customer care team, and administer customer communication as needed, setting expectations to deliver professional, timely, and courteous customer support services promoting a productive and positive experience with customers to ensure high quality support. Take the lead in administering customer case queues to achieve a timely resolution. Perform duties and supervise other customer care representatives to ensure customer accounts are updated based on customer support cases.

Successful employees have a associates diploma and a minimum of five years of experience and a strong working knowledge of the customer care team function, with the ability to collaborate internally to effectively resolve customer cases in a timely manner.

This is an exempt role and is a member of the Support, Customer Care Department reporting to the Director, Customer Experience with a preferred location of Raleigh, NC.

Allbridge is currently operating under a hybrid work model, allowing colleagues the opportunity to connect with others in person and the flexibility to work remotely. For some business groups and positions, job function requirements may require more time at the primary work location, while greater flexibility may be in place for others.

Essential Job Functions and Responsibilities

• With limited oversight, manage the company customer care team, and administer customer communication as needed, setting expectations to deliver professional, timely, and courteous customer support services promoting a productive and positive experience with customers to ensure high quality support. Take the lead in administering customer case queues to achieve a timely resolution.
• Lead a team and/or work independently to handle escalated customer service issues as required, working across company departments to resolve cases. Escalate cases as needed with a strong sense of urgency and ownership and take initiative to regularly update customers on the status of their open cases.
• Has authority to monitor call quality and customer satisfaction metrics via use of company dashboards and scorecards. Create reports, succinctly communicate, and make recommendations to resolve customer care case trends. Deliver reports to senior management to improve service levels and assess training needs.
• Schedule, lead, and coordinate daily team activities, adjusting staffing levels as the volume dictates.
• Perform duties and supervise other customer care representatives to ensure customer accounts are updated with sensitivity based on customer support cases, including but not limited to, additions, changes, or terminations (i.e., Addendum/Cash Sale Agreement Process (includes editing service contracts to add line items for DIRECTV rate card programming), Channel Swaps and Lineups, Contract Copy Requests (Masters Folder/CRM/Tiger Paw), contract information requests (explaining specific clauses within the contract to the customer), rate increase information and changes, billing breakdowns, assisting with Headend transfers, GNPS certificate requests, manage customer care phone queues through Ignite, termination process, assumption process, tent card orders, room count reductions, television orders for under 20 panels, and Salesforce case management and follow up.)
• Terminations are prioritized and handled quickly according to company policy and standards and gaps are identified and reviewed with direct report for improvement plans.
• Administer motivational programs including incentives and perform training to drive performance. Oversee the development and maintenance of training and document resources for team.
• Has authority to make recommendations and perform team member training, track employee productivity and measure against goals.
• Consistently integrates Albridge's core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully.
• Accepts ownership and accountability of position responsibilities and consistently strives to deliver innovative results for internal teams and customers that establish trust, high standards, credibility, and quality performance.
• Must remain flexible to travel to support various current and prospective client and sales opportunities.

Required Qualifications

• Preference, but not required to have successful completion of a bachelor's degree from an accredited university in communications, business, management, or another related field.
• Required to have a minimum of five years of relevant work experience supporting an enterprise level, and remote call center team.
• Strong preference to have knowledge of the hospitality, multifamily, and call center industry.
• Must have entry level Salesforce experience.
• Demonstrate the ability in conducting group presentations and or communicating with a diverse audience.
• Demonstrate experience in analyzing and reporting call center data.
• Essential to have an excellent working knowledge and application of the customer care team function, setting expectations to consistently deliver a high touch customer service experience.
• Consistently demonstrates excellent problem solving, leadership, and customer service skills.
• Must have a demonstrated ability to collaborate internally to effectively report on and resolve customer cases in a timely manner, and effectively coordinate resources.
• Required to be able to effectively understand and amend customer contracts as needed.
• Experience with onboarding new employees, developing processes, training and education for new and existing team members.
• Must be flexible, an outstanding communicator, and have established skills in accuracy, organization, and time management.
• Must be able to work effectively as a team member in a fast paced, and high-volume work environment, operating with a high level of detail and conscientiousness.
• Required to have demonstrated intermediate level PC skills with the ability to effectively operate within a Windows Operating System and Windows based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project.
• Must possess excellent written and verbal communication skills, as well as interpersonal skills with a customer service focus in the English language.
• Must be authorized to work in the United States without sponsorship.

Workplace Benefits We Offer

In addition to earnings and other incentives, Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes:

• Medical and Prescription options, Dental, Orthodontics and Vision Plans
• Rich HSA company-funded options and Flexible Spending accounts
• 100% Company paid premiums for Short Term Disability
• Life and Accidental Death and Dismemberment insurance Plan options
• Supplemental Insurance Plan options
• 401(k) Profit-Sharing Retirement plan
• Flexible Paid Time Off after 60 days of employment
• Paid Holidays, per Employee Handbook
• Work culture supportive of diversity and inclusion
  
  

Equal Opportunity Statement

Allbridge is an Equal Opportunity Employer. Allbridge does not discriminateon the basis ofrace, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.