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Customer Care Center Manager

About Martin / Alexander -WA

The leader in recruiting for the Electronic Security / Fire Alarm Industry. All Martin/Alexander employees come from the industry and have an excellent identity of our clients and candidates needs from coast to coast. Matching companies with qualified business professionals in the electronic security / life safety industry is Martin/Alexander's focus. Our services let our client's bypass the lengthy and slow resume gathering and recruiting procedure, streamlining the hiring process by providing the highest quality human capital in the industry. Martin/Alexander has the largest data base of talented industry professionals and a highly skilled and industry experienced staff which equates to high caliber results for our clients. NO CHARGE TO CANDIDATES.

Contact Information

Eric Freedman
Martin / Alexander -WA
1155 N. State Street, Suite 412
Bellingham, Washington

Phone: 360-752-9777
Fax: 360-752-5752

Job Description

SUMMARY Manages all aspects of customer care center (CCC) operations. Plans, directs and coordinates activities of Customer Care Center positions; dispatch, monitoring, attrition, Sterling Savings administrator, Managed Access/downloading, and Service Agreement administrator. Oversees service repairs and maintenance, parts sales, and responses to customer service inquiries by performing the following duties personally or through subordinate positions. Seeks to grow service revenue and profitability. Position reports to Branch Operations Manager.   ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.   Drives complete ownership of customer satisfaction for all service related customer touch points.   Acts as liaison between branch counter supervisors (locksmithing) in Portland and Seattle and CCC. Strives to develop customer friendly and most effective methods for synchronizing work load and schedules for outside service (CCC) and lock counters.      Analyzes department structure. Recommends and implements appropriate action plans for enhancing care center operational efficiencies.   Is familiar with and upholds existing CCC policies and procedures. Seeks to improve upon these and will interface with a variety of stakeholders in order to create clarity in direction and expectations.   Is familiar with and participates in daily activities of all direct reports; can temporarily “fill in” each position as necessary.    Completely understands and becomes proficient at navigating the variety of service software and peripheral tools used by CCC. Seeks improved methods to track and utilize production data. Introduces new methods using existing or new (as approved) software that improves our understanding of efficiency and customer satisfaction metrics.    Regularly meets with direct reports to review goals and performance expectations. Observes, coaches and counsels as necessary.   Confers with Operations Managers to develop, track, and monitor quotas for individual technician and branch service volume, profitability, and timeliness. Analyzes production data to determine if changes to process (internal and/or external) will improve productivity/profitability. Assists with selection and implementation of mobile workforce automation software. Drives continued improvement in software usage by examining various ways to track data.     Recommends and implements all forms of training for CCC personnel (technical, customer focus, teamwork, etc)   Recommends and assists Operations Managers to implement customer focused service procedures, skills training, and other service related training for service technicians   Periodically calls on key service accounts to ensure customer satisfaction and identify areas of improvement. Communicates and injects needed adjustments as necessary.   Seeks and implements methods to continuously improve CCC customer focus. Is very focused on creating an environment of quality assurance.   Identifies and implements methods to reduce return trips to correct problems (warranty and/or workmanship quality issues). Implements customer validation procedure to assure the work done solved the problem.   Calls on potential customers (prospects) on a coordinated and requested basis with sales personnel.   Participates in branch planning activities including the development of service sales, marketing, and pricing plans and policies.   Assists Operations Managers to develop and implement individual technician and department service performance objectives.   Prepares department meeting agenda, schedules and leads periodic CCC Team meetings. Does same for technicians and other department leaders as necessary to properly communicate CCC department goals and needs.   Works with branch safety committees to assure that safety policies and procedures are properly executed and adhered to (internal staff and external service techs).   Assists in completion of technician performance review information for service supervisors and/or Operations Managers. Participates in performance reviews as requested.   Conducts annual performance review for each CCC direct report   Hires and dismisses personnel in accordance with company policy (must complete Company HR training program)   Develops and implements a customer service follow-up program (quality assurance) including written and telephone feedback solicitation. Tracks data via spreadsheet and uses data to inject process improvement.   Assists personnel to coordinate inter-company service activities.   Assists personnel to identify and coordinate procurement of subcontractor relationships Works with the Branch Operations Manager in the maintenance and/or procurement of company service related tools and equipment.   Periodic travel to Allied branches, customer locations, industry conferences, and other business related locations. Seeks to extend relationships, learning, and improved understanding of industry.   Performs other duties as assigned by the President or other senior level company management.   Is personally responsible to encourage and ensure continuous learning for self and others.  

Job Skills

SUPERVISORY RESPONSIBILITIES

Reports directly to the President and confers regularly with him/her. Assignments are broadly outlined and performance is evaluated on overall results achieved. Has ample choice of methods to be used. Policies and strategies must be reviewed and approved by President and/or Branch Operations Manager prior to implementation. Frequent contact with Branch Operations Management. Supervises all personnel within Customer Care Center.

 

QUALIFICATIONS

 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must maintain a professional, energetic approach with an "I can do attitude" for getting the job done. Highly organized, strong time management skills, effective communicator and able to work independently with minimal supervision. Ability to define and resolve problems, exercise sound judgment, and maintain confidentiality as required. Ability to provide "faultless" customer service. Strong people skills and ability to express ideas and opinions orally and in writing. Proficient at Excel, Word, email, and Internet.

 

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

 

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

 

MATHEMATICAL SKILLS

Ability to work with basic mathematical concepts such as addition, subtraction, multiplication, division.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

 

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

Job Comments

Terriffic Benefits Package included along with ongoing professional development and training.

Includes: Health coverage, 401K, Paid Vacation, Disability and much more!