Customer Care Center Manager
1 month ago
Join Team CARFAX as a Customer Care Manager
We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment. Our four-day week continues in Summer 2024
The Customer Care Manager is responsible for strategic planning, metrics reporting, and resource allocation for inbound calls for the Dealer Business Unit, ensuring the application of best practices in customer service, process, and technology that will deliver exemplary service to our Dealer customers.
This position will require 3 days in the office per week, subject to change with future business needs.
Manage Call Center operations to ensure achievement of service and efficiency goals by tracking inbound call volume and hold times; reporting Call Center metrics; and proposing action plans to improve operating methods, efficiencies, and customer service.
Guide and direct Dealer Support Specialist while also providing efficient and timely scheduling, training and development, coaching, and performance management to maintain employee morale and development while achieving Call Center goals and metrics.
Assist Dealers customers and Dealer Support Specialist by serving as an escalation point for complex and sensitive Dealer services and relieving call volume peaks by picking up Dealer calls and cases from the queues.
Implement and monitor protocols to ensure compliance with our policies and procedures.
A Bachelor’s degree is preferred
Ability to report to the London office 4x per week and travel to the Virginia corporate office as needed
Minimum 5 years of experience in motivating or leading a call center team required
Team player, flexible and thrive in a fast-paced environment
Creative thinker that can build flexibility in a call center environment
Proficiency in MS Office including Excel, PowerPoint, and Word
A working knowledge of Salesforce and Five9 Phone systems is strongly preferred
Experience in managing remote and International employees
Experience in using and implementing “AI” technology in a call center environment
Competitive compensation, benefits and generous time-off policies
~4-Day summer work weeks and a winter holiday break
~
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