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Senior Manager Customer Care

Company: Friedman's Home Improvement
Location: Petaluma
Posted on: June 20, 2022

Job Description:

We are currently hiring a highly motivated, team and service-oriented, Customer Care Manager to join our team!
We offer: Great pay, amazing benefits, outstanding work environment, career advancement opportunities, flexible schedules and much, much more!
The Customer Care Manager will provide leadership, direction, and on-going management for the newly created Customer Care Center (CCC). This new role will be responsible for a team that delivers outstanding customer service while creating quality standards and performance metrics for Customer Care Team Members. The first focus of the center will be the support of e-commerce and the service of orders generated online, phone in orders, and the maintenance of those orders while instilling a passion to exceed customer expectations. As Friedman's expands its services and online offerings, the CCM will be responsible for building a roadmap and growing/scaling the CCC to ensure every customer interaction is the best experience imaginable.
The CCM will have strong leadership skills and is responsible for all aspects of building and leading the CC Team as they provide support for customers. There will be a heavy emphasis on metrics, reporting, and analyzing CCC data to improve processes, allocate resources properly, maximize efficiency, and ensure overall customer satisfaction through a growing and evolving Customer Experience model.
The CCM will work closely with their VP to develop and implement strategies and best practices to ensure CC Team Members meet their performance metrics. Essential functions and activities include, but are not limited to:

  • Drive results and performance optimization through specific KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service
  • Hire, onboard, train, coach, mentor, motivate and educate CC TMs on an ongoing basis to ensure TMs are meeting their weekly, monthly and quarterly goals
  • Conduct regular Team Member reviews, provide discipline when necessary, mentor up-and-coming Team Members to reach their highest capabilities
  • Ensure all TMs follow CCC best practices and identify opportunities for improvement around existing CCC processes, with prompt notification to customers of delayed orders
  • Maintain and schedule all CCC shifts through HRIS system
  • Maintain a clear focus on customer needs; actively searching for ways to increase customer satisfaction and delight; anticipate and respond to customer needs and problems quickly, knowledgeably, and with concern for their situation
  • Analyze CCC metrics, prepare and present reports with key insights
  • Oversee the maintenance of open orders using tools, technology and reporting for all phone and web-based orders
  • Responsible for providing information regarding lost, canceled and delayed orders
  • Authorize replacements, returns, refunds, and credits on customer orders
  • Escalate issues to other Business Channels/functional areas as needed
  • Conduct periodic surveys of customers to ensure quality control
  • Responsible for planning, designing and implementing of new initiatives to support future business needs.
  • Assist in the development of company programs and procedures for the CCC and other company functions.
    If you answered 'Yes' to the above, we'd love to hear from you!
    At Friedman's Home Improvement, we've been helping our customers build what's important to them for over 75 years. As the largest locally owned home improvement, lumber and building materials retailer in Sonoma and Mendocino counties, we are committed to serving the evolving needs of our growing communities by hiring, training, and assembling dynamic teams that understand how to meet and exceed our customers' expectations. We are always looking to add team members who are as passionate about customer service as our customers are about their projects.
    Friedman's Home Improvement is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

Keywords: Friedman's Home Improvement, Petaluma , Senior Manager Customer Care, Executive , Petaluma, California

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