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Customer Care Assistant Manager

3 months ago

Mesa, United States Shasta Industries Full time

**Shasta Industries Inc**. continues to be a leader in the pool & spa construction industry in Arizona with a 60+ year history of delivering successful projects by hiring exceptional employees to work in a professional family environment. Shasta is committed to developing the best workforce possible by focusing on recruiting, training, and promoting construction industry professionals throughout our organization.

**Job Summary**

As a **Customer Care Assistant Manager** at Shasta Pools, your primary responsibility is to serve as lead for the frontline employees of the Customer Care Department, directly engaging with our service representatives and customers. This role is the key point of contact for employees and customer escalations, scheduling and coordinating appointments efficiently to enhance our clients' experiences. This role is expected to assist customers and employees by phone and in person with questions, scheduling needs, warranty issues, complaints, and all other Service needs for the department.

**Duties/Responsibilities**
- Assist both CCR’s and technicians with scheduling issues, questions, and/or concerns.
- Assist CCR’s with customer calls and overflow to ensure operational efficiency; Answer incoming customer calls regarding general pool maintenance and various service-related issues.
- Utilize strong customer service skills to aid in a timely, professional manner to lead by example. Train new hire CCR employees and assist on reoccurring training to maintain standards and processes.
- Train existing & new hire CCR and Technicians in all programs/procedures for repair. Accurately enter appropriate information regarding operations and customer escalations on each call taken into computer system.
- Responsible for ensuring the return of all customer voice mail messages in a timely and professional manner.
- Manage and supervise in office, Customer Care employees to ensure that all required operations are completed accurately and timely.
- Follows up on a regular and as-needed basis with customers, and schedulers and or field service operations on all open and unresolved customer contacts.
- Document customer contact through appropriate process while working closely with Dispatch/Scheduling personnel providing accurate information in a timely manner.
- Maintain Customer Service database with correct and current information.
- Reports any and all out of line conditions effecting customer satisfaction or department operations.
- Work with manager to update training material and initiatives.
- Lead and hold Customer Care team accountable to company metrics, policies, and procedures.
- Implement non-discriminatory related management skills while, training, counseling, motivating and disciplining employees.
- Continually demonstrate Shasta Industries performance standards toward both internal and external customers.
- Assumes all other duties as assigned by manager.

**Required Experience/Qualifications**
- Detail-oriented with strong organization skills to handle multiple responsibilities, manage projects and meet deadlines in a fast-paced environment.
- Excellent phone etiquette, strong interpersonal, communication and customer service skills to convey a positive, professional image with internal and external customers.
- Bilingual preferred but not required.
- Ability to supervise and train for the use of equipment, tools and materials listed in the Customer Care Representative (CCR) and Assistant Manager (AM) job description.
- Flexible and adaptable, with ability to work independently with mínimal supervision to efficiently and effectively use resources to complete tasks and resolve issues.
- Ability to multi-task, stay organized, and prioritize responsibilities in a fast-paced and continuously changing environment.
- High School diploma or equivalent-required. College-level coursework is preferred.
- Minimum four (4) or more years of experience in a managerial/supervisory or leadership role
- required.
- Minimum of five (5) or more years of experience in a customer service role
- required.
- Prior pool industry experience is preferred but not required.

**General Expectations/Responsibilities**
- Continuously improve through education, professional training, and certification.
- Represent the company in a manner that supports our mission statement.
- Train adequate backup personnel to support your role in your absence.
- Treat your co-workers and clients with respect.
- Communicate with honesty, openness, and transparency.
- Act with integrity (honor your word), set the example, and be accountable.

**Physical Demands**
- Frequently required to stand; walk; sit; occasionally use hands to finger, required to
- Occasionally lift and/or move up to 25 pounds.

Shasta Industries Inc. is an Equal Employment Opportunity Employer committed to diversity and inclusion in the workplace. Blattner will not tolerate discrimination against any applicant for employment or employee on the basis of age