Customer Care Manager

I POSITION SUMMARY:

To coordinate the flow of information and resources throughout the department and all divisions of Empire Merchants as needed to ensure that customers receive the correct information in a timely manner.  

II Essential Position Results

• Manages the workflow within the department by to insure exceptional Customer Service by:
• Supervising daily activities of Customer Care Representatives 
• Interacting with all departments and Sales divisions throughout the company
• Approving and submittal of weekly payroll reports
• Approving pickups as per company policy
• Managing phone traffic – i.e. wait times, calls in queue
• Assisting with training in all aspects of job for new and current employees
• Following up and monitoring activities of CSR , Data Entry Clerks and Credit Specialist 
• Developing new ideas, policies and procedures 
• Monitoring phone calls and coaching CSR on proper phone etiquette
• Mentoring and developing associates
• Maintain customer confidence and protect operations by keeping information confidential
• Maintains organization's stability and reputation by complying with legal requirements
• Maintains safe and clean working environment by complying with procedures, rules and regulations
• Promotes healthy work environment by coordinating and cooperating with federal, state and local agencies
• Contributes to team effort by accomplishing related results as needed

III Supervisory Responsibilities

Manages members of the team in a work unit, department or functional area. Responsible for providing effective leadership while fostering a positive team environment and providing overall direction, coordination, and evaluation of organizational unit, department and/or functional area.  Performs supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include but are not limited to, interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; recognizing, rewarding and disciplining associates; addressing complaints and resolving problems

IV Minimum Qualifications

Education:  High School diploma or GED required

Experience: 

• 3 years business or related experience required
• Previous supervisory experience preferred

Knowledge:  

• Working knowledge of New York State liquor Authority Laws and guidelines preferred
• Knowledge of JDE User Programs and other software programs used by Empire Merchants preferred

Skills:

• Working knowledge of Microsoft Word, Excel, Outlook and PowerPoint required
• Strong verbal skills required
• Strong organizational skills commensurate to achieve assigned work goals required
• Ability to work cooperatively with all levels within the organization required
• Effective decision making and judgment skills required

Empire Merchants offers a competitive compensation package including:

• Salary Range: $60,000 - $70,000 and annual bonus potential
• 15 Observed Holidays, Health Plan options (medical, dental, vision, disability coverage, life insurance, parental leave, and other voluntary plans), 401K (with Company Contributions), PTO, vacation accrual, Flexible Spending Account and Pre-Tax Transit Commuter Program, tuition reimbursement and more.
• The range is an estimate for this position.  The company will evaluate a specific candidate's education, skills and experience when making an offer.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

While performing the duties of this job, the associate is regularly required to use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The associate frequently is required to stand, walk, sit, and climb or balance. The associate must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

WORKING CONDITIONS AND ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.