Customer Care Center Manager

Providing best-in-class customer service to our clients and maintaining customer service procedures will be the focus. Creating, training, mentoring a team of professionals to act as extensions of our client. Provide oversight to the whole Customer Care Center team for all related needs in all client facilities. Provide appropriate oversight for staff development/performance, collaboration with all departments, and adherence to all policies, procedures, and reporting requirements.

Pay: $60,000 - $70,000

The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data.

You may be eligible to participate in a Company incentive or bonus program.

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Team Member Benefits | Staff & Management

Duties and Expectations:

• Working Hours and Reporting for Duty
  • Flexibility and fluctuation of shifts and hours should/will be expected and will be required in some cases based on business demands. Primary shift and hours will be Monday -Friday 8AM – 5PM. Weekly hours expected will be 45-50 hours.
  • Notice of fluctuations in the working schedule should be directed to the CCC Managers Direct Supervisor and require pre-approval. Schedules may be adjusted to meet the needs of major events, staffing fluctuations and training needs as determined.
  • You must start your shift rested and ready to work in approved working attire for your position. See office rules for descriptions of acceptable working attire.
• Operate Facilities Within Approved Parameters
  • Know and understand all applicable requirements the Client expects and ensure CCC Team works within those parameters. 
  • Ensure CCC Team follow all standard operating procedures (SOP).
  • Collaborate with all departments and vendors, delivering brand excellence that drives improvement, cost reduction, and revenue growth.
  • Ability to report on any budgetary variances, technical issues/outages, or any other anomalous event that may arise.
• Oversee Customer Service Documentation and Training
  • Develop extensive customer service documentation for use by both CCC staff and all other customer service staff within the parking system.
  • Develop and conduct regular training for both CCC staff and all other customer service staff within the parking system.
• Develop and Maintain Working Relationships with Client, Customers, and Vendors
  • Develop customer satisfaction goals and mentor the team to meet them.
  • Address customer concerns and recommend process or procedure improvements to enhance the customer experience.
  • Evaluate current process and procedures to make recommendations for improvement. 
• Documenting and Reporting Requirements
  • Assess service statistics and prepare detailed reports on findings.
  • Review and sign all required reports prepared by staff and ensure they are completed correctly and in a timely manner.
  • Properly prepare and present proposals and recommendations for changes as new ideas or situations arise.
  • Ensure that all incidents are properly documented and reported in a timely manner to the correct manager/Department. 
  • Properly document all meetings, training, or counseling’s completed and submit documentation to HR department for placement in permanent employee file.
• Manage and Develop Staff. 
  • Hire, train, develop all CCC Agents and Supervisors.
  • Maintain employee schedules and anticipate adjustments based on system trends and events.
  • Ability to perform all tasks and duties of all subordinate roles. 
  • Delegate responsibilities to subordinates and check on work regularly. 
  • Conduct regular meetings and training with each level of staff. 
  • Mentor and counsel as appropriate.
• Use and Knowledge of Access Control and Mechanical Systems and Devices. The Manager is expected to be the subject matter expert of all access control equipment used by department personnel.
  • Must be able to effectively train all departmental staff in the proper use of the access control systems and instruct staff to use the equipment as intended.
  • Ability to effectively troubleshoot/evaluate all system dysfunctions and take action to correct in timely manner. Prepare reports and escalate issues for timely resolution with appropriate departments.
  • The manager must also know how to use programs and change functions that are available on some computer systems installed which operate equipment or are necessary for daily functions of the business. These may include but are not limited to the following examples:
    • Skidata and other PARCS Systems.
    • IntegraPark
    • Flowbird
    • All supported reservation providers
    • Windows PC usage to include Microsoft Office Suite of tools.
• Be willing and prepared to perform other duties as assigned to Including but not limited to
  • Conducting competition and rate surveys.
  • Assist in the development of new training programs or processes/procedures.
  • Participate and complete any reasonable task requested of you by your manager. 

Qualifications Required:

• Education / Training / License (s) Required:
  • Computer Literacy (Microsoft Suite of programs)
  • 4-year college degree, equivalent experience may substitute for degree.
  • Continuing education credits in management or equivalent.
• Experience / Job Knowledge
  • Three years management experience in parking, call center, or high-volume customer service role 
• Physical demands include, but not limited to:
  • Sit and/or stand for extended periods of time.
  • Reach with hands and arms.
  • Use hands to write reports and operate computers and equipment.
  • Effectively communicate with customers using Intercoms, Phone and Email
  • Lift or move up to 50 pounds occasionally. 

Salary : $60,000 - $70,000