Customer Care Manager in Dallas, TX at Reddy Ice

Date Posted: 3/26/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Dallas, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/26/2021

Job Description

Job Requisition

JR11857

Worker Time Type

Full time

Worker Sub-Type

Regular

Shift

Job Description

POSITION PURPOSE:

At Reddy Ice, we are committed to becoming North America’s “Total Ice Solution”. How? By living the Reddy Ice Way through operational excellence, growth, and obsession for the customer.

The main purpose of the Customer Care Manager is to coach, train, and lead the Customer Care Team and Customer Care Specialists by example in an effort to provide the highest level of customer service to potential and existing customers.  In addition, the Customer Care Manager drives continuous improvement throughout the process, maintains and supports data initiatives, including CRM maintenance and oversees any data integration / migration projects including M&A impacts.  The overall goal of the Manager is to provide an exceptional customer experience that leads to increased customer satisfaction and loyalty, ensuring all interactions with internal and external customers are  inefficient and professional.

The Customer Care Manager oversees a team of Customer Care Coordinators responsible for answering incoming calls from customers, inquiries and questions, handling complaints, troubleshooting problems and providing information that ultimately resolves the request in a timely manner.  In addition the Customer Care Manager (CCM) leads the Customer Care Specialists who oversee the sales process for our independent customers. In this capacity the CCM drives process, measures performance and enhances the overall on-boarding process for new customers in order to drive revenue and growth. The CCM must be able to work well under pressure, lead a team that is responsible to accurately process a high volume of calls and inbound emails on a daily basis, achieve key goals related to customer service, follow up with escalated requests until resolved, and provide ad-hoc reports with trending analysis and insights.

You will be expected to provide the highest level of customer service in a friendly and helpful manner. This position requires an eye for detail and the ability to adapt to changing workloads and requests.

RESPONSIBILITIES:

  • Responsible for supervision, development and on-going coaching of Customer Care Team and Customer Care Specialists. This includes onboarding new associates, overseeing daily work load allocation, ensuring KPIs are met, scheduling, hiring, performance management and disciplinary action and conflict resolution.
  • Set expectations for all CC Team and CCS and give them the tools necessary to achieve them.
  • Monitors, coaches, and trains CC Team and CCS to assure the highest level of customer service while providing clear expectations and the necessary tools to effectively complete their job requirements.
  • Provides direction and support for the Customer Care Team and all stakeholders on processes and procedures by quickly resolving issues and answering questions.
  • Handles and resolves second level customer service issues.
  • Tracks teams performance through score-carding and proactively identifies trends from customer contacts and reviews with management.
  • Measures inside sales pipeline and productivity.
  • Applies RIW principles to improve process and drive productivity.
  • Acts as subject matter expert for CRM, acting as liaison between customer maintenance/master data and IT.
  • Leads CRM integration efforts, providing thought leadership and implementation coordination for data and voice migration.
  • Creates and analyzes ad hoc customer service trend reports.
  • Completes monthly reporting and analysis, using performance and trend data to improve overall customer experience
  • Develop and lead continuous quality improvement initiatives for the Customer Care team. 
  • Periodically assesses current customer experience and identifies opportunities to improve. Solutions may include utilizing part-time help, outsourcing to call center or other chance in process.
  • Assists the Vice President in developing new company-wide training programs.
  • Assists with inbound/outbound phone calls during times of heavy call volume.
  • Makes and assumes other duties and responsibilities required or assigned by management.
  • Adhering to the Code of Business Ethics is essential.  We value honesty and integrity above all else and we expect our employees to be committed to the highest ethical standards.

CONTACTS:

     Internal:            All business units and management teams

     External:           Customers, co-packers and distributors

MANAGER RESPONSIBILITY:

Manages the Customer Care Coordinator & Customer Care Specialist teams.

EDUCATION AND EXPERIENCE:

Bachelor’s Degree required.  Minimum 4-6 years’ experience in Customer Service, including at least 3 years’ experience managing a customer service team in a high call volume environment. Minimum 3 years’ experience using a CRM required.   Proficient at Word, Outlook and Excel as heavy reporting and analysis is required.  Six Sigma experience is preferred but not required.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

Typical office environment, generally sedentary position using computers, calculators, phones, and other office equipment. Weekend and evening work may be required. This position works in a fast-paced, rapidly changing work environment. The ability to manage stress, build professional and collaborative relationships, and reason through complex business situations is essential.

Location

City:

Dallas

State:

Texas

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