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Customer Care Manager

2 months ago

Springfield, Illinois, United States Horace Mann Full time
Job Summary

We are seeking a highly skilled Customer Care Manager to join our team at Horace Mann. As a key member of our organization, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Lead a team of customer service representatives, providing coaching and guidance to ensure they meet service level requirements and high employee engagement.
  • Deliver the unit's service levels as defined by the workforce management schedule, ensuring that our customers receive timely and effective support.
  • Oversee the onboarding process for new customer service representatives, ensuring a successful transition into their roles.
  • Ensure compliance and business continuity requirements are met for respective areas.
  • Maintain a thorough understanding of operational and corporate information, sharing knowledge with the team as needed.
  • Foster an environment of honesty and integrity, encouraging open communication and issue resolution.
Requirements
  • 5-7 years of total experience in customer care.
  • Proven ability to teach and coach others in new skills.
  • Strong people skills, able to influence, motivate, and collaborate.
What We Offer

As a Customer Care Manager at Horace Mann, you will have the opportunity to work with a talented team and contribute to the success of our organization. We offer a competitive compensation package and a dynamic work environment that values employee growth and development.