Customer Care Manager
2 weeks ago
Job Title: Area Customer Care Manager
Location: Dallas, TX
Industry: Homebuilding
Job Summary: As the Area Customer Care Manager, you will be responsible for overseeing customer care operations within the Dallas, TX area. Your primary focus will be on maintaining strong vendor relationships and efficiently managing a team of technicians to ensure exceptional service delivery. You will play a pivotal role in ensuring customer satisfaction, resolving escalated issues, and driving continuous improvement initiatives within the customer care department.
Key Responsibilities:
Vendor Relationship Management:
- Cultivate and maintain strong relationships with vendors and suppliers.
- Monitor vendor performance and address any issues or discrepancies in a timely manner.
- Collaborate with vendors to develop innovative solutions and improve service offerings.
Team Management:
- Lead and mentor a team of customer care technicians, providing guidance and support to ensure high performance and productivity.
- Schedule and allocate resources effectively to meet customer demands and service level agreements.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Implement training programs to enhance technical skills and customer service proficiency among team members.
Customer Satisfaction:
- Act as a point of contact for escalated customer inquiries or complaints, resolving issues promptly and effectively.
- Analyze customer feedback and identify trends or areas for improvement.
- Implement strategies to enhance the overall customer experience and loyalty.
- Collaborate with cross-functional teams to address systemic issues impacting customer satisfaction.
Qualifications:
- Bachelor's degree in Business Administration, Management, or related field (preferred).
- Proven experience in customer service management.
- Strong leadership skills with the ability to motivate and inspire a team.
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