Manager, Customer Care Quality

Saia Inc.•Richmond, VA

About The Position

Manages customer service operations within a geographic region, overseeing service teams across multiple locations to ensure high levels of customer satisfaction. The role monitors performance metrics, addresses customer concerns, and collaborates with local leadership to achieve regional customer service goals.

Nice To Haves

Bachelor’s degree in business or a related area.
5+ years of customer service experience.
Prior management experience.
Willingness to travel 25% or more of the time.

Responsibilities

Supervise customer service operations at multiple terminals, including coaching representatives, setting performance goals, and providing feedback to improve customer interactions.
Track customer service metrics, including call resolution time, customer satisfaction scores, and representative productivity.
Review customer service calls and interactions for compliance with company standards and quality guidelines.
Handle complex customer complaints and escalated issues that representatives cannot resolve.
Work with customer service trainers to provide ongoing training and development for representatives.
Collaborate with sales, operations, and other internal stakeholders to support a seamless customer experience.
Develop and implement strategies to improve business processes, increase productivity, and enhance the customer experience.