Regional Customer Care Manager

Thrasher Group•Omaha, NE

9d•$80 - $105

About The Position

Thrasher is hiring a Regional Customer Care Manager to lead the teams that schedule sales and service appointments and monitor social channels. The role sets the team’s vision and standards, develops employees, and owns customer-care results, including lead-to-appointment conversion, service calendars, response times, and first-call resolution. The manager is expected to collaborate across the company and support business needs beyond their immediate team. The manager leads, coaches, measures, and improves the department’s performance. This includes training and coaching employees through live call monitoring, managing customer experience technology and vendor relationships, resolving system issues, partnering with leadership on process redesign, setting service policies and procedures, and building performance reports that inform action plans. Compensation is $80,000–$105,000 depending on experience, plus monthly performance bonuses.

Requirements

Call center experience.
3–5 years of leadership experience; preferably in a call center environment.
A proven record of meeting team metrics such as conversion rate, service level, and first-call resolution.
Experience coaching, training, and providing performance feedback, including live call monitoring or quality assurance.
Experience teaching and reinforcing standard processes and holding a team accountable to them.
Experience with phone systems, chat platforms, and CRM software, including managing vendor relationships.
Strong reporting and data skills, including building reports in Excel or similar tools and converting results into action plans.
A history of reliable and consistent job longevity.
Successful completion of pre-employment screening, including a felony and misdemeanor background check.

Nice To Haves

RingCentral experience.

Responsibilities

Set the team’s vision, align employees, hold them accountable, and model the company’s purpose, mission, and values.
Own lead-to-appointment conversion, service-calendar coverage, calls answered within service-level standards, and first-call-resolution metrics.
Create and carry out action plans when performance metrics decline, take disciplinary action when necessary, and deliver the department’s annual commitments.
Train new and tenured team members on core processes and provide day-to-day coaching.
Monitor live calls, coach employees on overcoming objections, and improve the customer experience.
Give timely feedback on culture and performance, and recognize and reward strong work.
Manage relationships with vendors and technology partners for phone systems, chat support, CRM, and other customer experience tools.
Resolve system issues promptly and ensure the team has appropriate tools.
Partner with leadership on process redesign and establish policies and procedures that improve service standards.
Build and own performance reporting, identify trends, and turn data into clear actions for the team and leadership.