West Region Customer Care Manager
3 weeks ago
Arizona Foundation Solutions has served Arizona for over 30 years. We provide long-term solutions for structures with foundation problems to Homeowners across Arizona We specialize in both residential and commercial projects. No two structures are alike, which is why we take the time to thoroughly assess the problem to determine the best transparently engineered solution.
POSITION SUMMARY
The Customer Care Manager manages the company's customer care department, ensuring sales leads are successfully converted to appointments and scheduled efficiently onto the calendars. A strong positive working relationship with all other gear leaders is critical, while holding customer care accountable for their individual contributions toward company goals. Customer care is the first impression of the company for anyone who calls or comes into the office. Our purpose is to redefine the industry and ensure each and every interaction we have with homeowners creates a remarkable experience. This position is exempt under the FLSA and reports West Region VP
ESSENTIAL JOB FUNCTIONS
• Lead, Manage, Accountability (LMA)
o Cascades the company's vision and provides clear direction.
o Removes barriers so that the company's vision is achievable.
o Assist in recruiting new team members, onboarding new employees, training, call coaching, and training new employees.
o Continually provides feedback to team members to promote appropriate messaging, call management, clarity on performance, KPI progress, and maintain full calendar capacity.
o Provides expectations and holds employees accountable to meeting these expectations.
o Manages employees' performance, conducts performance reviews, and partners with HR on other performance decisions.
o Creates/provides opportunities for employees' growth and development.
o Ensure compliance with industry regulations and maintain high standards of quality assurance.
o Prepare and present regular performance reports to upper management.
o Strong leadership skills with advanced capabilities in communication, problem-solving, conflict resolution, and team development.
o Ability to analyze data and make data-driven decisions.
• Lead Conversions
o Oversees the team's lead conversion activities, including timely sales lead follow up, chat support interactions, data entry, mailers, and outbound campaign calling.
o Ensures that sales appointments are booked to maximize the efficiency of the company and the sales reps.
o Ensures the team meets or exceeds KPI goals and objectives, including sales lead to appointment conversion and sales lead to appointment run conversion.
o Creates and implements action plans when KPI improvements are needed.
o Performs regular call monitoring and provides feedback with a balance of coaching, recognition, and accountability.
o Takes ownership of customer escalations, ensures timely communication, and does what is necessary to timely resolve customer issues.
o with another installation to ensure the company meets weekly revenue goals.
• Reception
o Oversees the Receptionist and ensures his/her responsibilities are completed in a timely and quality manner.
o Provide training so this individual can navigate the necessary systems to ensure all callers are properly taken care of and information is input into our CRM.
• Purpose, Mission, and Values
o Lives out company's purpose, mission, and values.
o Provides remarkable customer experiences.
DIRECT REPORTS
Customer Care Specialists
Receptionist
POSITION REQUIREMENTS
• Knowledge of customer service principles and practices.
• Skill in operating a personal computer and Microsoft/google programs.
• Ability to understand, communicate, read, and write in English.
• Attend learning/training from Supportworks Coaches and take those best practices back to the team execute those strategies.
• Associates or bachelor's degree in business or related field preferred and 2+ years of experience in customer service and/or call center management OR a combination of education and experience that illustrates a proven track record in this field.
• Ability to exert up to 10 lb. of force occasionally and/or a negligible amount of force frequently or constantly to move objects, maintaining a stationary position most of the time.
• Ability to travel up to 25%
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