Customer Relations Manager

3 weeks ago

Bellevue, United States Vendara (Formerly Choice Merchant Solutions) Full time

Who We Are:

Are you ready to join an organization that’s investing in the team and technology to take the company (and you) to the next level?


As a fast-growing provider of payments technology and financial solutions, Vendara has what it takes to get there fast:


  • Great foundation: Strong infrastructure of technology and support systems
  • Amazing spirt: Customer-centric people and partners who are passionate about their work and accountable for executing with excellence.


We facilitate payments for traditional brick-and-mortar business as well as provide the payments engine behind some of the fastest growing e-commerce and enterprise clients today. Our culture is both entrepreneurial as well as supportive. Our financial sponsor is one of the most prestigious Silicon Valley based growth equity firms and our mandate is to grow through M&A, exponential organic growth and through hiring the most talented people. We pay competitive salaries along with bonuses and full benefits package.


Position Summary:

The Manager plays a pivotal role in overseeing the daily operations and performance of the customer support and technical support departments. They are responsible for leading, guiding, and motivating team members to achieve departmental goals and deliver exceptional results. The Supervisor collaborates closely with management to implement strategies, training materials, policies, and procedures, ensuring efficiency, quality, and compliance with company standards.


Responsibilities:


Leadership and Management:

  • Lead and supervise a team of employees, providing direction, coaching, and support to ensure high performance and engagement.
  • Set clear expectations and goals for team members, and monitor performance through regular feedback, performance evaluations, and goal tracking.
  • Foster a positive and inclusive work environment, promoting teamwork, collaboration, and professional development opportunities for team members.


Operational Oversight:

  • Oversee day-to-day operations and workflow management within the team or department, ensuring tasks are completed accurately, efficiently, and within established timelines.
  • Implement and enforce company policies, procedures, and quality standards to maintain consistency, compliance, and adherence to best practices.
  • Identify areas for process improvement and implement strategies to streamline operations, optimize resources, and enhance productivity.


Customer Service Excellence:

  • Ensure exceptional customer service delivery by monitoring merchant interactions, addressing merchant inquiries or escalations, and resolving issues promptly and effectively.
  • Collaborate with customer service teams to analyze merchant feedback, identify trends, and implement solutions to enhance the merchant experience and satisfaction.


Communication and Collaboration:

  • Serve as a liaison between team members and management, facilitating communication, disseminating information, and conveying expectations, goals, and company updates.
  • Collaborate cross-functionally with other departments or teams to coordinate activities, share best practices, and achieve organizational objectives.


Performance Analysis and Reporting:

  • Analyze team performance metrics, key performance indicators (KPIs), and operational data to assess performance, identify trends, and make data-driven decisions to improve efficiency and effectiveness.
  • Prepare regular reports, presentations, and analyses summarizing team performance, achievements, and areas for improvement, and present findings to management as needed.

Qualifications:

  • High School Diploma, GED or equivalent certification
  • Can use the internet, phone, and web-based tooling.
  • Proficiency with MS Office Programs
  • Previous experience preferred but not required.
  • Excellent communication and follow up.
  • Out of the box thinking and self-starter
  • Strong attention to detail and accuracy
  • Flexibility
  • Detail oriented while maintaining a sense of urgency.
  • Interpersonal skills

Benefits:

  • Opportunity to work in a dynamic and fast-paced environment.
  • Make a real impact on the success of the organization.
  • Work with a talented and supportive team.
  • Competitive salary and benefits package
  • Medical insurance
  • Vision insurance
  • Dental Insurance
  • 401(k)

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