Customer Care Manager

This is a fully remote position, open to applicants in Connecticut, +2 more states.

📋 Description

• Recruit, train, and develop customer service staff across all MPF locations.

• Conduct annual evaluations and set objectives for personnel to align with the company, region, and department goals.

• Create standard job descriptions along with defined roles and responsibilities for all Client Services positions.

• Collaborate with the Senior Director of Customer Care to devise a strategy for reorganizing the Customer Service Department.

• Meet budgeted revenue targets associated with the assigned customer portfolio.

• Mentor and guide Account Managers in reaching their individual revenue targets.

• Cultivate and promote a Customer First Culture by delivering timely, reliable, and accurate information and documentation to our clientele.

• Advocate for the Customer Service commitment to provide same-day responses for all internal and external customer inquiries.

• Train and coach customer service representatives to guarantee quality and standardization in roles, responsibilities, system usage, and overall service delivery.

• Develop an on-call scheduling function, including the definition and measurement of key performance indicators (KPIs).

• Engage in client review meetings and participate in sales presentations as needed.

⛳️ Requirements

• High School Diploma or GED is required.

• 3 to 5 years of experience in Client Services.

• Strong leadership and team-building abilities.

• Experience in project management.

• Must demonstrate sound judgment and problem-solving capabilities.

• Exhibit attention to detail and effective time management skills.

• Ability to analyze data and propose enhancements.

• Proficient in Microsoft Office, particularly Outlook, Word, and Excel.

• Exceptional written and verbal communication skills.

🏝️ Benefits

• Competitive compensation and benefits packages.

• Health insurance.

• Retirement plans.

• Paid time off.

• Flexible work arrangements.

• Opportunities for professional development.