Customer Care Manager

Vital Holdings LLC•Newark, CA

About The Position

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.

Requirements

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.
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

Responsibilities

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.