What are the responsibilities and job description for the Manager of Customer Care position at Kelaca?
Company / Project Description
Kelaca is seeking a Manager of Customer Care for our client partner in Fort Worth, Texas. The company is a retail electricity provider that offers prepaid electricity plans, allowing customers to manage their energy usage without the need for deposits or long-term contracts. The company focuses on customer empowerment through flexible payment options and reliable service. The Manager of Customer Care will play a critical role in overseeing customer service operations, ensuring high-quality support, and implementing strategies to enhance customer satisfaction and team performance.
Role Description & Responsibilities
The Manager of Customer Care will lead a team of customer service representatives to ensure outstanding service delivery and operational efficiency. Key responsibilities include :
Leadership : Direct and manage a team to meet or exceed customer service standards.
Employee Retention : Develop strategies to enhance retention, foster a positive work environment, and reduce turnover through engagement and recognition initiatives.
Service Strategy : Implement strategies to improve customer service practices, policies, and procedures.
Performance Management : Monitor team performance, provide coaching, conduct evaluations, and drive improvements.
Customer Satisfaction : Address customer inquiries, complaints, and feedback effectively while analyzing service metrics for improvement.
Training : Oversee training programs to enhance customer interaction skills.
Compliance : Ensure adherence to company policies, industry regulations, and utility standards.
Project Management : Lead initiatives for service enhancements, including system upgrades or new service implementations.
Reporting : Provide regular reports on key customer service metrics and team performance.
Budget Management : Manage the department budget, forecast needs, and optimize resources
Required Hard Skills
Experience : Minimum of 5 years managing a customer service or account resolution team , with experience leading hybrid and remote teams.
Education : High school diploma or equivalent required; associate or bachelor’s degree preferred.
Technical Proficiency : Ability to work with customer service software, reporting tools, and other relevant systems.
Compliance Knowledge : Understanding of industry regulations and utility standards.
Budgeting & Reporting : Experience managing budgets and preparing performance reports.
Required Soft Skills
Servant-Hearted Leadership : A genuine desire to help others and create a positive impact.
Attention to Detail : Strong organizational skills with meticulous attention to processes and accuracy.
Excellent Communication : Clear and effective verbal and written communication abilities.
Analytical Thinking : Ability to assess performance metrics and implement strategic improvements.
Problem-Solving : Proactive approach to resolving customer concerns and optimizing service delivery.
Nice-to-Have Skills
Experience in Utility or Service-Based Industries
Project Management Experience (leading system upgrades or new service implementations)
Advanced Education : Associate or bachelor’s degree in a related field
