Manager of Customer Care

Bethesda, Maryland, United States · Customer Care

Description

It starts and ends with how you TREAT THE CUSTOMER!!


The Customer Care Team is responsible for delivering a superior level of customer service to all facets of Wellness Corporate Solutions. Customer Care is designed to be a full-service department to streamline the flow of information to from our program management team to our end users/participants and help provide a cutting-edge customer experience. The Care Team serves a variety of services and tasks that help move the organization forward. As the manager of the Customer Care Team you will have the opportunity to manage a diverse team of dedicated customer service professionals while crafting an innovative and empathetic strategy on how to service our participants best! The Customer Care Team Manager should be service driven, organized, and adaptive in an ever-changing environment, while always keeping a positive, can-do attitude!

Requirements

Primary Responsibilities:

• Manage a growing team (currently 3-5) of employees to deliver top quality customer service

• Lead the development of customer service strategies to best support WCS

• Process and analyze metrics monthly, weekly and daily in order gauge and track performance

• Analyze trends and data to create a proactive customer care strategy

• Collaborate with other departments to coordinate training for Customer Care

• Think critically through urgent team issues and develop solutions accordingly

• Organize a wide variety of projects each with different deadlines and timelines

• Analyze team structure and evaluate the best allocation of resources on a weekly or monthly basis

• Master internal and 3rd party applications to help Customer Care automate and work efficiently

• Answer customer support emails pertaining to screening results

• Answer phones as needed and help solve any issues that may arise

• Update and manage our client and event databases

• Troubleshoot various technical issues

• Other duties as assigned by the Senior Director of Operations

Skills Required:

• Keen sense of urgency and the ability to respond to needs at a moment’s notice

• Ability to adapt to new situations quickly and comprehend new tasks with little training

• Minimum 3 years of customer service experience

• 2 years of management experience in a diverse and evolving team setting

• Critical thinking skills

• Collaborative personality that is always willing to work together to find the best and most efficient solution

• Humility to handle customer service complaints and resolve issue that may arise

• Proficient in Microsoft Office Suite (Word, Outlook, Excel, Access, Power Point)

• Above average knowledge of Excel and formulas

• Knowledge of cloud-based telephony platforms

• Zendesk experience in preferred but not required


Qualifications:

  • Bachelor's degree
  • Benefits

    The Perks of being on the WCS Team

    WCS is looking for an adventurous, passionate team member who talks the talk and walk the walk! We encourage an open, collaborative environment and strive to support our employees mind, body and spirit. Check out a few of our awesome perks:

  • Sit-stand desks for each employee
  • Treadmill desks for your use
  • Healthy snacks and weekly healthy lunch
  • Casual workplace – wear your yoga clothes!
  • Medical, dental and vision coverage
  • 401K plan, pre-tax Transportation Plan and Medical Savings Account
  • 15 days of PTO plus 3 personal days and 3 floating holidays
  • Gym discounts
  • Wellness challenges and campaigns

  • AAP/EEO Statement

    Wellness Corporate Solutions, LLC is committed to conducting all employment practices for employees at all levels without regard to race, creed, genetic characteristics, gender, color, religion, sex, national origin or ancestry, age, mental or physical disability, marital status, sexual orientation, veteran/military status, gender identity/transgender status, pregnancy, childbirth or related medical conditions, or any other characteristic protected by applicable state, federal, or local laws (except where a bona fide occupational requirement exists).

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