Sr. Manager Customer Resolution & Retention

This critical role will manage all primary cases that flow through the case management process from customer resolution to cancellation case types. They will lead a team that is responsible for ensuring that customer experience is the ultimate priority. This manager will analyze customer feedback, negotiate with customers, implement retention strategies, and create reporting for senior management. They will be responsible for developing and enhancing key performance indicators that measure the department’s overall success. Aligning incentive plans with department metrics will also be an important part of this manager’s role. The Sr. Manager of Customer Resolution and Retention will be pivotal in acting as the subject matter expert for the Customer Support team on initiatives that directly influence customer support processes. They will also play a critical role in streamlining the case management process and workflow from case initiation to case completion and have the responsibility of working towards breaking down department silos and focusing on one set of SLAs to measure case management success. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Customer Resolution:
  • Manage a team of customer resolution specialists responsible for handling customer invoice disputes
  • Analyze common invoice issues and liaise with the back office to prioritize them and implement permanent resolutions to the problems
  • Handle escalated customer issues in order to save the business
  • Manage team performance by establishing standard metrics and aligning targets with business goals
• Customer Retention:
  • Manage a team of customer retention managers responsible for handling issues of at-risk customers
  • Analyze common retention issues and strategize to determine resolutions
  • Negotiate with customers to retain business
  • Work cross-functionally with Sales on “save” opportunities
  • Build positive relationships with our customers
  • Identify opportunities to improve customer experience
  • Liaise with Sales & Marketing to establish Loyalty Campaigns to deliver against set KPIs
  • Manage team performance by establishing standard metrics and align targets with business goals
• General:
  • Continuously motivate the team to maximize results
  • Establish and continuously update standard operating procedures, case management SLAs and key metrics
  • Develop and implement initiatives to reduce invoice complaints and improve customer retention
  • Foster a positive, customer – focused culture within the support team, instilling the values of safety commitment, sincere and accountable servant leadership, and service excellence.
  • Liaise with Business Analytics to develop reporting and dashboarding of key metrics
  • Ensure data, insight and results are communicated to key stakeholders
  • Forecast, manage and monitor department budget
  • Coach and develop all team members to maximize employee engagement and productivity
  • Serve as a project leader for the Customer Support team and as a contributor to priority business projects

QUALIFICATIONS: 

• Is an energetic role model and leader who projects a positive attitude about NuCO₂
• Passion for customer experience by consistently going above and beyond their expectations
• Dedicated to the growth and development of the Account & Customer Resolution team members; focused on coaching and training
• Strong conflict-resolution skills
• Good understanding of billing and invoicing systems, screens, and codes
• Ability to read and interpret documents such as contracts, pricing and equipment
• Ability to use multiple line telephone in ACD environment 
• Ability to accurately prioritize, multi-task, and respond graciously to unexpected interruptions
• Proficient in all Microsoft Office Applications and JDE

EDUCATION AND TRAINING:  

• AA Degree in Business or Related Business Experience

EXPERIENCE: 

• Minimum of three years of experience in a Call Center Environment preferred
• 3-5 years supervisory and/or previous management experience
• JDE Case Management
• General knowledge of bulk fill procedures, installation procedures, DOT and Safety requirements preferred