Manager, Customer Care Quality

Saia•Newburgh, PA

About The Position

Manages customer service operations within a geographic region. Ensures high levels of customer satisfaction by overseeing service teams across multiple locations, monitoring performance metrics, addressing customer concerns, and collaborating with local leadership to achieve regional customer service goals.

Requirements

5+ years of customer service experience.
Prior management experience.

Nice To Haves

Bachelor’s degree in business or a related area.
Willingness to travel 25% or more of the time.

Responsibilities

Supervises customer service operations within multiple terminals, including coaching customer service representatives, setting performance goals, and providing feedback to improve customer interactions.
Tracks key customer service metrics, including call resolution time, customer satisfaction scores, and representative productivity.
Reviews customer service calls and interactions to ensure adherence to company standards and quality guidelines.
Handles complex customer complaints and escalated issues that cannot be resolved at the representative level.
Works with customer service trainers to provide ongoing training and development opportunities for customer service representatives to improve their skills and knowledge.
Collaborates with sales, operations, and other internal stakeholders to ensure a seamless customer experience.
Develops and implements strategies to improve business processes, increase productivity, and enhance the customer experience.