Customer Operations Manager

Cascade Residential Servi•San Antonio, TX

13d•Hybrid

About The Position

The Manager of Customer Operations is in charge of managing and improving customer service operations within the company. They coordinate with analysts to develop strategies, identify new sales opportunities, and implement improvements. They also manage the budget, delegate tasks, and handle complex issues for their aligned team members. This role oversees the Customer Service, Dispatch, and Inside Sales team of assigned businesses and carries out supervisory responsibilities in accordance with organization policies and applicable laws. Responsibilities include staff selection, establishing expectations/goals, employee development, planning, assigning, and directing work; appraising performance; rewarding, and resolving employee concerns. The Manager of Customer Operations' success will be measured by many factors pertaining to the job, including leadership, planning, management, procedure and process adherence, problem analysis and resolution, and commitment to Company values. They will have primary responsibility for KPIs set by the Regional VP, such as Average Resolution Time, Average After Call Work Time, Membership Business Growth, and Customer Callbacks.

Requirements

Proficiency in financial management and Budgeting
Computer literacy, including Microsoft Office Suite
Familiarity with relevant software and tools, including project management and CRM systems.
Business development skills with commercial clients
Minimum of 3 years management experience in a matrixed organization
Excellent oral, written, and interpersonal communication skills

Nice To Haves

Bachelor’s degree preferred but not required; minimum of four years in a similar role.

Responsibilities

Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience with a focus on the ability to scale.
Establishes performance metrics for customer service representatives.
Establishes service levels and requirements for the department.
Measures team performance; communicates goals and quotas to team; and encourages and motivates telemarketers as they work toward reaching their goals and quotas.
Develops and implements methods to record, assess, and analyze customer feedback.
Develops and implements training and quality assurance programs for new hires and experienced employees.
Identifies and recommends, or acquires, updates and expansions to technology, equipment, and policies that may improve customer service and retention.
Acts as a liaison between the customer service department and other departments in the company.
Drafts and implements the department’s budget.
Prepares and presents reports to Chief Marketing Officer for strategy recommendations focused on sales and retention data.
Understands industry trends, customer behavior, and market dynamics to guide the approach for sales.
Prioritizes exceptional customer service. Understands customer needs, addresses concerns, and ensures a positive experience for callers.
Leads, mentors and develops a multi-site team.
Is proficient in workforce management, understanding a call center environment, and streamlining processes for maximum efficiency.
Mediates problems and disputes between dispatch/route service personnel and customers as needed.
Carries out additional duties assigned.
Provides ongoing training to applicable staff to develop and encourage their technical and operational performance.
Meets with appropriate staff on a timely basis for performance evaluations and communication of Company goals.