Customer Care Manager
We are seeking candidates with strong leadership skills, a passion for client satisfaction, and the ability to communicate effectively with a customer in Cuyahoga Falls.
In this position you will be responsible for developing strategies to enhance customer experience while managing day-to-day operations of the customer care department.
Shift:
- 8:00am – 4:30pm, Monday – Friday
Pay:
- $24.00 – $29.00 per hour
Key Responsibilities:
- Lead, mentor, and manage a team of customer care representatives to achieve high levels of performance and customer satisfaction.
- Develop and implement customer service policies, procedures, and standards to ensure consistent support delivery.
- Monitor customer interactions and provide coaching and training to team members to enhance service quality.
- Analyze customer feedback and support metrics to identify trends, drive improvements, and report findings to senior leadership.
- Handle escalated customer complaints and complex issues with professionalism and urgency.
- Collaborate with other departments to resolve customer concerns and share insights.
- Establish and track KPIs (Key Performance Indicators), response times, and resolution rates.
- Implement tools and systems that enhance support workflows and team efficiency.
- Foster a customer-centric culture within the team and across the organization.
- Monitors and measures service metrics and utilizes to develop standards, improvements, or changes to process.
- Responsible for establishing, maintaining, and managing ‘After Sales Data Base’ in SAP.
Minimum Qualifications:
- Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
- Proven experience in a customer service management role (3–5 years preferred).
- Strong leadership and team management skills.
- Excellent verbal and written communication abilities.
- Analytical mindset with the ability to interpret data and generate actionable insights.
- High emotional intelligence, problem-solving skills, and a passion for delivering outstanding customer service.
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Direct Deposit
- More benefits once hired in
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Employ-Temps Staffing Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, political beliefs, or any other characteristic protected by federal, state or local laws.
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