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CUSTOMER CARE MANAGER + a 5% Signing Reward

Company: Fleetfarm
Location: Appleton
Posted on: October 11, 2019

Job Description:

Here at Fleet Farm, providing the best customer service is our priority. If you are self-motivated, love leading and serving others, and are ready to make your mark in the retail industry, check out this unique role!As the Customer Care Manager, you are the customer champion and responsible for providing consistent and outstanding one touch customer care to Fleet Farm customers across multiple channels including, phone, email, social, and in person. This role will provide the vision and leadership to the Customer Care team to create new and retain existing Customers for Life.Job Responsibilities:Utilize analytical and problem-solving skills to help Identify and execute process improvements throughout Customer Care in order to drive performance, increase team member motivation and improve customer satisfaction.Own the Customer Care Playbook including the ongoing maintenance and continuous improvement of the document.Manage and set goals for the Customer Care team and identify gaps in performance, productivity, quality, and cost at all levels.Closely monitor, quickly respond, and report on customer sentiment across all channels.Manage and lead the Customer Care team by, maintaining relationships with all departments to resolve, document, and communicate customer issues or concerns.Partner with IT to troubleshooting and manage software and phone system issues.Provide consistent support to Customer Care Representatives by serving as a reliable resource for information and resolving difficult customer situations. Responsible for handling escalated contacts and ensuring problem resolution activities are performed in a manner that will ensure customer satisfaction.Manage and report daily, weekly and monthly metrics to track individual and group performance in adherence to policies and procedures.Qualifications:BachelorĂ¢??s degree and 5+ years of experience in Customer Service Management, preferably in a retail setting.Experience with customer service across a multi-channel contact center environment preferred.Excellent verbal and written communication skills with ability to communicate with all levels of the organization.Strong work ethic, positive attitude & excellent collaboration skills.Ability to maintain a professional, positive and enthusiastic attitude.Ability to work effectively and produce consistent results with minimum supervision.Proven ability to manage multiple priorities and deadlines in a fast-paced environment.If you have a customer first attitude and meet the qualifications listed above, please apply today!

Keywords: Fleetfarm, Appleton , CUSTOMER CARE MANAGER + a 5% Signing Reward, Other , Appleton, Wisconsin

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