Manager, Customer Care – Sales Advisor

This is a fully remote position, open to applicants in Texas.

📋 Description

• Communicates the goals of the department and organization to team members and key stakeholders.

• Maintains both current and historical performance metrics.

• Identifies and shares significant performance trends, oversees call queues, manages team staffing, and ensures the team meets both quantitative and qualitative objectives.

• Prepares and oversees the General & Administrative budget.

• Balances expenses to reduce costs and enhance customer service.

• Manages the cash handling process.

• Embodies our brand principles – committed, helpful, proactive, and personal in both internal and external interactions.

• Responsible for the performance and conduct of oneself and the team, and effectively communicates expectations.

• Monitors and provides feedback on customer interactions through call reviews and post-call survey data to enhance the Customer Experience.

• Applies Inside Out Coaching methods and the GROW model to mentor and develop team members.

• Provides timely, professional solutions for inquiries from customers and associates.

• Cultivates a culture of inclusion, positivity, and ongoing growth and learning.

• Collaborates with the team to achieve objectives and readily steps in to assist customer service representatives as needed.

• Regularly collaborates with associates, peers, the General Manager, and leadership in Division and Customer Operations.

• Creates avenues for growth and success through task delegation and encourages associates to find ways to achieve their goals and resolve issues.

• Identifies areas for operational enhancements and implements solutions.

• Actively seeks associate feedback to perpetually improve processes and enhance the Customer Experience.

• Analyzes and recommends best practices to reduce non-revenue customer contacts and promote First Contact Resolution.

• Works with Marketing and the system General Manager to understand local competition and identify growth opportunities.

• Fosters a growth mindset and is open to taking calculated risks to meet business objectives.

• Engages in supporting local community initiatives.

• Assists in recruiting, hiring, onboarding, and training new associates.

• Develops associates through project assignments and stretch opportunities.

• Regularly meets one-on-one with associates to build relationships, coach, and develop their skills.

• Committed to performance management and conducts effective annual evaluations of associates.

• Hosts energetic and engaging team meetings where key information is shared, associates can give feedback, propose ideas, ask questions, and take ownership of the team's overall success.

⛳️ Requirements

• Bachelor’s degree or two years of relevant experience.

• Strong management abilities.

• Proficiency in computer usage.

• Exceptional oral and written communication skills.

🏝️ Benefits

• Medical, dental, and vision plans – coverage starts on your first day!

• Life insurance options for yourself, spouse, and children.

• Paid time off including vacation, holidays, and personal/sick days.

• 401(k) plan with a 100% company match (matching program begins after one year of service, up to 5% of eligible compensation).

• Group Legal plan with Identity Theft Protection.

• Additional perks available.

• Tuition reimbursement up to $5,250 in the first year.

• Annual community support for various organizations across the U.S.

• Recognition and awards programs for associates.

• Opportunities for advancement.

• A collaborative work environment.