JOB SUMMARY:
Leads and manages a large team of employees. Manages customer inquiries and escalations, ensuring timely resolution of issues related to all facets of the customer experience (concerns about store appearance, employee interactions, loyalty programs, customer injuries, customer property damage, fuel contamination, etcetera). Establishes work procedures and standards to improve efficiency and effectiveness; works with internal and external partners to resolve issues.
KEY DUTIES AND RESPONSIBILITES:
- Supervises a team of employees including the hiring, training, evaluating, and motivating for excellence.
- Trains employees on department policies and procedures; evaluates employees based upon various performance metrics and determines if additional training is necessary.
- Conducts performance appraisals and recommends salary considerations for subordinates.
- Provides day-to-day direction and coordination for the oversight of the following, but not limited to, customer concerns (store experience, loyalty programs, promotions, etcetera), incoming customer calls, e-mail inquiries, social media monitoring, customer claims (personal injury incidents, property damage incidents, fuel contamination).
- Strategically plans, prepares, and schedules employees in alignment with workload demands to meet key performance indicators including service level agreements, average handle time, quality, etcetera.
- Recommends and implements strategies and programs to improve the customer experience.
- Ensures timely responses to customer inquiries by telephone and/or email are consistent with service and quality standards.
- Resolves more complex issues escalated by other Customer Care employees.
- Provides recommendations for appeasement and settlement of customer claims within authority level.
- Initiates timely communication of critical events that need to be considered and/or addressed by other groups.
- Represents the Company or department in internal or external third-party meetings, discussions and inquiries.
EDUCATION AND EXPERIENCE:
EDUCATION: Bachelors/4 Yr Degree
YEARS OF RELEVANT WORK EXPERIENCE: 5+ years
YEARS OF MANAGEMENT EXPERIENCE: 2+ years
CERTIFICATIONS / LICENSES: NA
SPECIFIC KNOWLEDGE AND SKILLS:
- Strong leadership skills
- Ability to manage large teams (up to 40 people)
- Exceptional communication skills (both verbal and written)
This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.
