Customer Care Manager

Company: AlphaBEST Education, Inc.
Location: Winston Salem
Posted on: August 6, 2022

Job Description:

CUSTOMER CARE MANAGER - AlphaBEST Education, Inc., Lewisville NCAlphaBEST: After school is where adventure begins! Our mission is to engage children's minds and expand their horizons in safe and discovery-filled environments.We are looking for an energized and exceptional Customer Care Manager to join our team! This position will oversee the Customer Care Team which provides accurate and timely support to both our internal and external customers. As the Team Manager, you will play a key role in leading the team with a "Customer Obsessed" mindset and a focus on excellent customer experiences for the families we serve. Hours are general work hours; however, since our programs run across different time zones, person should be available during program hours in case they are needed, which lends itself to a little flexibility in start and stop times.Number of program sites: 500+Pay & Benefits:Salary range: starting at $55k, based on education and experienceFull-time benefits including health, dental, vision, disability benefits, retirement, life, and paid time offDeep discounts on program tuition ( Eligible dependents can attend AlphaBEST programs for $10/week/child).As an AlphaBEST Customer Care Manager, you will do the following:Build an exceptional team of customer care representatives by inspiring, hiring and training team members to deliver the highest quality of service according to company guidelines.Monitor calls and correspondence between representatives and customers to ensure quality of servicesContinually communicate changes in company services, procedures, and policies.Proactively collect data and prepare reports regarding customer complaints, inquiries and customer care team performance.Effectively train new field team members in customer-focused, solution-oriented practices while adhering to key organizational policies, procedures, and goals.Promptly handle escalated customer complaints as needed.Research and recommend updates, improvements, and enhancements to customer care practices.Organize and oversee the work schedules of assigned staff to provide a balanced flow of work.Provide appropriate performance feedback in a timely manner to team members.Here's what you'll need:Bachelor's Degree in Education, Business or related field strongly preferred. Extensive leadership experience may be considered in lieu of degree.At least five (5) years of successful, proven experience leading a customer care team.At least seven years of experience in a customer support role is preferred.Ability to actively listen and positively resolve customer complaints while maintaining an empathetic and professional demeanorCustomer service certification is strongly preferredExperience with call center platform and analytics as well as Google Suite softwareExtensive knowledge of customer service procedures and principlesDemonstrated ability to oversee a remote team (not in the same office)Together, let's put more wonder in the world!AlphaBEST is an Equal Opportunity Employer

Keywords: AlphaBEST Education, Inc., Winston-Salem , Customer Care Manager, Executive , Winston Salem, North Carolina