Customer Care Manager - Greenville, South Carolina

Tech-24 A Commercial Food Service Repair Company Inc • Wade Hampton, SC

3d • $80,000 - $90,000

About The Position

The Customer Care Manager is responsible for leading the customer service department to ensure high levels of satisfaction, loyalty, and efficient daily operations.

Requirements

• Experience successfully leading a hybrid/remote workforce
• Exceptional communication skills with meticulous attention to detail.
• Data-driven, analytical mindset focused on understanding and enhancing processes.
• Proven critical thinking and decision-making skills.
• Excellent interpersonal, management, motivation, and analytical skills.
• Strong commitment to customer service and quality required.
• Details oriented with strong organization, presentation, and prioritization skills.

Nice To Haves

• Experience leading a multichannel digital experience, e.g., inbound/outbound voice, chat, email, SMS, etc., preferred.

Responsibilities

• Coach a group of Account Coordinators and Inbound agents to process new service requests as well as provide updates throughout the life cycle of the service.
• Guide departmental process streamlining by distilling workflow best practices and implementing targeted support process improvements
• Collaborate with cross-functional stakeholders to align support operations with broader business and customer objectives
• Utilize support performance metrics and forecasting data to guide workforce planning and resource optimization strategies
• Champion a culture of continuous improvement by leveraging data and verified outcomes to guide support team enhancements.
• Coach, lead, and develop a high-performing team to deliver consistent, empathetic, and compliant customer experiences; set customer experience standards, run quality assurance reviews, provide regular coaching, and manage performance plans.
• Exhibit versatility and adaptability by managing diverse roles and responsibilities, responding effectively to shifting priorities and business needs to enhance team performance.
• Work collaboratively with internal teams to refine the customer experience, actively identifying and overcoming obstacles for customer satisfaction.
• Foster meaningful human connections by employing empathy to deeply understand and meet customer needs, leading to exceptional customer experiences.
• Own customer enablement for new business: equip agents with consultative education on products and strategies to identify needs, and present solutions while adhering to regulatory requirements.
• Lead the customer retention strategy end-to-end: define retention criteria, design outreach processes and scripting, run controlled pilots to measure efficacy, and partner with business leads to operationalize successful approaches; establish analytics to monitor retention outcomes.
• Maintain coverage and team readiness; align staffing and workflows to meet customer demand within established schedules.

Benefits

• Weekly Pay – Reliable pay, every week
• Fully Equipped for Success – Company computer and equipment provided
• Work-Life Balance – Generous paid time off, paid holidays, and your birthday off
• Comprehensive Benefits – Medical, dental, vision, and short-term disability coverage (effective 1st of the month following your date of hire)
• Company-Paid Protection – Long-term disability and basic life insurance at no cost to you
• Retirement Planning Made Easy – 401(k) with company match and immediate vesting
• Employee Assistance Program (EAP) – Free, confidential counseling and support for you and your family, including financial and legal resources

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees