Ensure coordination between the overall strategy & day-to-day operations of the CSSC
Adapt & upgrade internal processes to match our service mantra
Ensure that the tone of the voice of service drives the universe of the contact center and set everything in place (trainings, coaching, process materials) to ensure quality of our service to be consistent with our mantra
Be accountable for operations knowledge & act as the ultimate owner of all homeowner issues.
Be the primary nurturer of our Customer Care associates by helping the to build careers.
Support Customer Care to ensure a high level of service capability by growing them into being trusted advisors (through mentoring, developing industry knowledge, and driving a frictionless service approach)
Support and develop the After Hours support team ( a 24 x 7 operation)
In this role, you will support all aspects of the CCA strategy from developing a team of Fan Makers to building relationships focused on quality delivery including but not limited to:
Motivating and mentoring all direct reports on the Customer Care team, ensuring training and development plans are maintained for all team members
Understand and be passionate about critical metrics in the frame of our omnichannel service approach (quality is a requirement), then drive them
Lead and encourage the team of customer service representative to deliver excellent levels of individual/team performance and customer satisfaction that achieves Raving Fans.
Drive the operation through performance management
Propel careers
Be first line of contact for fast response management through the CSSC
Keys for Success
1-2 years experienced in similar position
Knowledge, experience with COPC
Excellent communication, organizational & relationships building skills
Experience in team management, omnichannel, offshore service delivery
Uncompromised, exceptional service driven & highly client focused
Results driven & pragmatic
Agile and flexible, must be fluid to succeed in ever-changing fast-growing environment
Languages: Spanish a plus
The ideal candidate is responsible for developing customer service experts who provide our customers with a delightful, frictionless experience
Candidate must be willing and able to work second shift to support overnight team. (Hours 12:00 pm CST to 8:00 pm CST M-F, some weekends may be necessary.)