Customer Care Department Manager

Reports To: Call Center Director

Schedule: Full-Time, M-F (rotating Saturdays)

Location: Irving, TX

Position Description

Customer service is at the core of Moxie Pest Control’s mission to improve the quality of life for our customers and employees. The Customer Care Manager is a key role to provide quality service to all of our customers. The Customer Care Manager oversees a team of Customer Service Agents and leads their day-to-day performance.

The core responsibilities of this role will include but are not limited to:

• Customer service
• Ongoing training
• Process accuracy
• Employee development
• Maintain service levels

Detailed responsibilities and expectations:

• Manage the daily operations of inbound and outbound interactions to meet service level expectations.
• Monitor live calls and messages to deliver appropriate solutions for our customers.
• Real-time management of contact center metrics and statuses.
• Analyze contact center, staffing, and performance metrics.
• Manage agent behavior and expectations to meet company goals.
• Manage team time and attendance.
• Handle supervisor/escalated calls.
• Review interaction scorecards and coach to Quality Assurance standards.
• Enforce company policies and minimum performance requirements.
• Plan incentives and foster a positive culture.
• Be the solution to problems that cross your path.
• Meet with the team regularly to review performance and career development.
• Facilitate meetings and training in an effective and engaging manner.
• Lead others by example in thinking creatively and critically, as well as in effort and urgency.
• Hold yourself and others accountable to company expectations.
• Communicate clearly and often, ask questions!

Competencies and Qualifications

• Bachelor’s Degree preferred or equivalent combination of education and work experience.
• Intermediate knowledge in Google Sheets and/or Microsoft Excel.
• Experience with call center operations and contact center software.
• Strong analytical skills.
• Professional verbal and written communication skills.
• Able to understand and describe complex problems.
• Has a clear understanding of prioritizing tasks and meeting deadlines.
• Able to motivate and inspire action in others.
• Willingness to provide honest feedback to supervisor, peers, and direct reports.
• Demonstrated ability to lead others and delegate tasks.

Team Environment

Being part of the Call Center Operations Team requires extreme ownership for all actions that involve the Call Center and the customer. Nothing is too big, nothing is too small. We rely on each other to solve all problems from picking up garbage to complex call routing. We take it upon ourselves to give feedback, be accountable, speak honestly, and lift up those around us.

Job Type: Full-time

Salary: $50,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• Bachelor's (Preferred)

Experience:

• Microsoft Office: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
• Detail-oriented -- would rather focus on the details of work than the bigger picture
• Achievement-oriented -- enjoys taking on challenges, even if they might fail
• Innovative -- prefers working in unconventional ways or on tasks that require creativity
• High stress tolerance -- thrives in a high-pressure environmentWork Remotely:

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Irving, TX 75063: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Management: 1 year (Preferred)

Work Location: In person

Salary : $50,000 - $65,000