This listing was posted on ApplicantPro.
Customer Care Manager
Location:
Boone, NC
Description:
JOB SUMMARY / DESCRIPTION The Customer Care Manager is a management position that is responsible for managing customer care employees, daily production queue, account success metrics, customer service escalation, training programs, tactical marketing, and customer community building efforts. This is a leadership position within ECRS and is held to the highest standards of Mission Command and Rapid Leadership principles. RESPONSIBILITIES Manage Customer Care Executive and Specialist Roles on day-to-day assignments, strategic projects, training, and knowledge leadership objectives. Constant evaluation of processes and policies to eliminate friction points. Create Individual Growth Goals for all assigned personnel and department. Lead & Produce KPI and Sales/Product Reporting for Executive Team Review. Conduct 1on1 sessions at least 2x month to discuss operational matters, process training, resource training with CC Staff. Manage tickets commensurate with personal threshold and meet personal sales Quotas. Lead Department with Conflict Resolution between partners, customers, and other parties. Coordinate daily / weekly / quarterly workflow of all Customer Care Team Members. Overcome Customer Objections related to service, product, and support. Coordinate resources to help bring about appropriate service level and resolution. Work with Customer Care and Marketing Leadership on duly assigned Customer Community Building Projects. Provide Executive Team with Master Reports in alignment with reporting and data initiatives. Collaborate closely with Accounting with this practice. Update and Document all employee goals in the performance management platform and coach along accordingly. Continuing Education for CATAPULT and other Product Knowledge to be a leading solutions provider at ECRS. Manage organizational schedule and payroll. Identify sales trends using ERP reporting tools. Monthly Meeting with Executive team to ensure appropriate alignment and initiative progress. QUALIFICATIONS Must have strong working knowledge of ECRS internal processes: account setup, account administration, contractual agreements, service level agreements, etc. Strong ability to learn and retain product knowledge. Ability to prioritize and multitask. 3+ years of sales experience. 5+ years of Management Experience. Strong ability to navigate all ECRS Internal System Resources: SupportNet, HubSpot, Acumatica, Product Vault, ECRSnet, KB, OLM, myECRS, and more. Some Travel Required: Up to 4 events per year as needed. Enrollment in continuing Education in relevant management and sales training programs. ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES. ABOUT ECRS: ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions. ECRS is a no-mask requirement and no-vaccination requirement culture. We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, gender identity, sexual orientation, disability, age, political affiliation, or national origin. Job Posted by ApplicantPro
Company:
ECR Software
Posted:
December 26 2023 on ApplicantPro
Visit Our Partner Website
This listing was posted on another website. Click here to open: Go to ApplicantPro
Important Safety Tips
- Always meet the employer in person.
- Avoid sharing sensitive personal and financial information.
- Avoid employment offers that require a deposit or investment.
To learn more, visit the Safety Center or click here to report this listing.
More About this Listing: Customer Care Manager
Customer Care Manager is a Executive Manager Job at ECR Software located in Boone NC. Find other listings like Customer Care Manager by searching Oodle for Executive Manager Jobs.
Customer Care Manager is a Executive Manager Job at ECR Software located in Boone NC. Find other listings like Customer Care Manager by searching Oodle for Executive Manager Jobs.