Manager, Customer Care

1 month ago

Wood Dale, United States Ambir Technology, Inc. Full time
Job DescriptionJob Description

Who is AMBIR?

AMBIR is a global hardware manufacturer with over 20 years of experience in delivering enterprise focused digital capture products that help clients eliminate paper workflows and improve overall organizational efficiency through better information capture and sharing. Through a combination of document scanners, barcode scanners, capture software, and digital signing tablets, AMBIR is able to transform legacy workflows into more efficient digital workflows delivering better financial and organizational performance. AMBIR products are sold and marketed throughout the world to business and consumers alike with a strong focus on innovation, reliability, and delivering an outstanding customer experience through the life of our products.

Position Summary:

As Manager, Customer Care, you will ensure the highest level of customer service by taking ownership of team performance (questions, escalations, etc.) Responsibilities will include coaching and developing to attain team and department goals and objectives. Implementation and management of tools and systems supporting the Customer Care. You will also work cross-functionally with sales, marketing, and product management to document product and customer-related issues and feedback.

Location: Wood Dale, IL (Onsite)

Basic Functions:

  • Responsible for the day-to-day operations of the customer care team including but not limited to calls, emails, chat, support ticket portals, order status, order entry, and other related tasks to ensure KPI’s are met.
  • Become an expert with AMBIR products and leverage this knowledge to present the best solutions to customers to achieve their desired outcomes.
  • Handling customer technical support cases through phone, chat, customer portals, and other available methods,
  • Assist customer onboarding to ensure successful implementation and utilization of AMBIR products and services.
  • Ensure accurate records are updated and maintained of customer service actions and discussions.
  • Capture customer feedback and issues and represent voice of customer (VOC) while providing feedback to internal teams.
  • Monitor key performance metrics to ensure the timely handling of customer requests and issues to ensure a positive customer experience.
  • Increase company revenue by offering product upgrades, extended warranties, accessories, and maintenance kits.
  • Evaluate and improve knowledge base articles, FAQ’s, tutorials, and other communications.
  • Assist with QA/Testing of company products and solutions; document feedback for product management and development teams.
  • Create and distribute customer satisfaction surveys; shared results and performance KPI’s.

Other Requirements:

  • 5+ years leading Customer Support, Customer Success, or equivalent experience.
  • You must have excellent time management, organization, and strong written and spoken communication skills.
  • Familiar with CRM, Support Ticket systems, Online Chat, and MS Office. Experience with Zoho a strong plus.
  • A Bachelor’s degree in business or related field.

Characteristics:

  • You are proactive, and comfortable with constant testing and change.
  • You like to stay ahead of industry trends and methodologies and look to improve performance through technology and learnings.
  • You are a problem solver; Ability to multitask.
  • You have curiosity and a willingness to grow in your role.
  • You are highly organized and autonomous.

Expected Results:

  • Lead, train, and develop customer support/success resources.
  • Ensure a consistent level of performance and customer-service is being provided across the team.
  • Ensure departmental KPI’s are being met.
  • Positive customer experience (measured by NPS).

REQ: MCC08032023

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