Manager of Customer Care

Description

ImOn Communications has been the LOCAL choice for high-speed Internet, cable TV, and phone in Eastern Iowa since 2007. Since then, we have expanded our network to provide fiber Internet services to more than a dozen communities in Iowa and beyond! As we grow our network, we are looking for a Manager of Customer Care to join our team. 

At ImOn, you will be part of a workplace that values relationships with colleagues, customers, and our community. Our culture is focused on fostering a fun and rewarding work environment where you’ll help our team create connections, one person at a time.

The Customer Care Manager will be responsible for overseeing and managing the daily operations of the customer service department, ensuring that our customers receive the highest level of service. The ideal candidate will be passionate about delivering exceptional customer experiences, leading and coaching a team of customer care professionals, and driving continuous improvements in processes and service delivery.

Essential duties and responsibilities include but are not limited to:

• Manage the development and execution of initiatives and strategies designed to achieve customer service level goals including Saves, Upsells and Churn targets.
• Forecast future performance based on historical data and plan accordingly to meet expected standards.
• Identification and execution of staffing, scheduling, and tracking needs including Customer Care center forecast development.
• Motivate and lead Customer Care team. Hire, train, and develop team members.
• Monitor teams’ performance, provide feedback and ensure timely delivery of performance reviews. 
• Develop and deploy Customer Care best practices, policies, procedures, processes, standardized metrics and reporting. 
• Guide Customer Care team through client challenges and appropriate decision-making.
• Manage team to performance standards and provide coaching for improvement when necessary.
• Manage department workflow, review and update processes when appropriate.
• Drive quality control – review and analyze daily and weekly activity; reports and QA.
• Proactively identify business issues, assess solutions and implement action plans.
• Regular coordination with other departments; strategic planning, prioritization, product development, program implementation, and client updates. Ensure successful execution of company initiatives and strategies.
• Drive department expense management; participate in budget and P&L planning and reviews.
• Manage IVR/phone software for adding/changing/adjusting items and maintaining users in the program.
• Manage 3rd party after-hours and overflow vendor to ensure they are meeting contractual guidelines and quality their phone calls
• Manage a multi-site customer care operations in each all ImOn Markets

Requirements

We are looking for people with:

• Bachelor’s Degree in Business Administration or similar, or a combination of education and experience required.
• At least 5 years of experience in a customer service/call center environment.
• At least 3 years of supervisory/leadership experience, that includes having direct reports.
• Demonstrated ability to lead and motivate a team, with experience in coaching, mentoring, and performance management.
• Experience with customer loyalty strategies.
• Experience in creating and facilitating training programs.
• Proficient PC skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc.
• Excellent interpersonal, communication and presentation skills with the ability to work independently as well as part of a team. 
• Excellent time management and organizational skills with the ability to handle multiple projects, meet established deadlines and change as business needs require.
• Strong understanding of customer needs, expectations, and behaviors, with a proven track record of delivering exceptional service.

At ImOn, we'll hook you up. We offer our employees a full benefit package to include:

• A 401k plan with up to a 4% company match.
• Insurance benefits that include multiple health insurance plans to choose from, Dental insurance, free Vision insurance and Life/Disability insurance.
• A robust wellness program that offers annual health screenings as well as fitness incentives.
• Work/Life balance that includes several different types of paid time off such as paid holidays, vacation time, personal time, volunteer time off as well as parental leave and bereavement leave.