Customer Care Manager

Trumark Companies • Clovis, CA

22h

About The Position

Manage day-to-day operations of customer care team in an organization where customer service is core to the customer value proposition. Core responsibilities include creating process, technology and systems to manage and report the productivity and effectiveness of the team. This role will also play a critical in motivating and leading a team in a fast growing and dynamic organization.

Requirements

• Bachelor’s degree preferred.
• Minimum 5 years of customer care/customer management experience.
• Ability to manage Customer Relations Management (CRM) systems, and web applications.
• Proficiency in MS Word Excel, Access, PowerPoint and Projects applications.
• Demonstrate ability to drive, improve and develop processes.
• Understand strategy and roadmaps of the business teams.
• Strong analytical skills.
• Good communication and interpersonal skills.
• Other duties as assigned.

Responsibilities

• Hire and develop your own customer service team.
• Eventually Manage customer service representative team to achieve high customer satisfaction through timely and personable interactions.
• Support a process and manage customer complaints and escalations in alignment with management expectations.
• Bring forward ideas and solutions for making customer experience the best it can be, specifically related to technology, process and staffing.
• Provide weekly reports on productivity and effectiveness of the customer service team.
• Contribute to monthly operational reports on customer trends, preferences, satisfaction scores.
• Lead the planning and implementation of customer service technology integration with sales force to improve functions such as real-time customer relationship management tools and reporting, online and phone interactions.
• Drive quality assurance of customer care team, including maintaining team policy and procedures as well as motivating and encouraging the team.
• Communicate frequently, and cross-functionally to achieve project goals within timelines.
• Track and present findings to leadership with clarity and confidence.
• Work independently.
• Participate in collaborative meetings within other departments.

Benefits

• Work with a team that values you! Trumark offers a direct career path with an open seat for you at our table.
• We embody our mission to Live Well. Trumark Homes is dedicated to creating communities that foster an enthusiasm to connect, the strength to aspire and the compassion to give back. For approximately every 50 homes we build, we work with charity: water to provide and serve approximately 200 people with fresh, clean water.
• Exceptional Medical Benefits.
• Monthly wellness stipend.
• 401k with company matching, we are helping you plan for future retirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees