Customer Care Manager

About the Role

Position

Description:

The Mgr, Customer Care will work closely with the Sr Director, Customer Care to implement and ensure adherence to the streamlining and transformation of the Client Services infrastructure across all MPF locations. Ensure that the quality and effectiveness of services provided to our clients are top quality and are in accordance with company policies, practices, and procedures.

Work location:

Work From Home EST or CST.

• Hire, train & develop customer service personnel across all MPF locations.
• Complete yearly reviews and develop goals for personal to support the company, region, and department.
• Establish standard job descriptions and roles and responsibilities for all Client Services positions.
• Work with Sr Director, Customer Care in defining a strategy to reorganize the Customer Service Department.
• Achieve budgeted revenue targets related to assigned book of customers.
• Mentor and manage Account Managers in achieving individual revenue quotas.
• Grow and foster a Customer First Culture: provide timely, reliable, accurate information and documentation to our customer base.
• Champion Customer Service commitment to same day response for all internal/external customer inquiries.
• Train and coach customer service representatives to ensure quality and standardization of roles, responsibilities, system utilization and overall service delivery.
• Build on-call scheduling function including definition and measurement of KPIs.
• Participate in client review meetings and sales presentations as required.

• High School Diploma / GED required.
• 3-5 years of experience in Client Services.
• Extensive leadership and team building skills.
• Experience in project management.
• Must exercise good judgement and problem-solving skills.
• Demonstrate attention to detail and time management.
• Ability to analyze information and suggest improvements.
• Proficient in Microsoft Office, specifically Outlook, Word, and Excel.
• Excellent written and verbal communication skills.

$95,200.00 – $ USD (annualized salary for hourly roles).

Reworld is an Equal Opportunity Employer, has developed an affirmative action program, and will not discriminate against any qualified applicants because of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, veteran status, or any other characteristic protected by law. Under the Americans with Disabilities Act, individuals with a disability or a disabled veteran may request a reasonable accommodation if they are unable or limited in their ability to access job openings or apply for a job on this site.

Reworld will consider all reasonable requests and provide accommodations accordingly.