Manager of Customer Care

Wellness Corporate Solutions
Bethesda, MD
Apr 17, 2018
Apr 18, 2018
Full Time
The Customer Care Team is responsible for external customer support as well as internal support of all departments within Wellness Corporate Solutions. The CCT is designed to be a both a customer service organization as well as a scalable solution to help everyone inside of WCS accomplish their objectives. As the manager of the Customer Care Team you will have the opportunity to manage a diverse team of "Care Bears" that serve in a variety of different roles. The Customer Care Team Manager should be an organized, driven individual that thrives in a fast paced ever changing environment, while always keeping a positive, can-do spirit of service. Requirements Primary Responsibilities: Manage a growing team of young employees with ever-changing job responsibilities Lead the development of customer service strategies in partnership with the Director of Operations Guide a team of Event Coordinators through training and managing an evolving workload Process and analyze metrics monthly, weekly and daily in order to report to the Director of Operations Use team metrics in the development of team action plans Collaborate with our Full Circle Department to proactively coordinate training for Customer Care Develop new and innovative strategies for creating high customer service satisfaction both internally and externally Think critically through urgent team issues and develop solutions accordingly Organize a wide variety of projects each with different deadlines and timelines Analyze team structure and evaluate the best allocation of resources on a weekly or monthly basis Serve as the hub for all items related to the Customer Care Team o Meet with Screening PMs o Consult Full Circle team for assistance or advice o Work with all Screening Directors to determine future workloads. Manage Appointment Plus scheduling software Answer customer support emails pertaining to screening results Answer phones as needed and help solve any issues that may arise Provide administrative and program assistance to our screening team Support informatics in data organization and other related tasks Organize and manage incentive fulfillments for our year-long clients Update and manage our client and event databases Troubleshoot various technical issues Other duties as assigned by the Director of Operations Skills Required: Keen sense of urgency and the ability to respond to needs at a moment's notice Ability to adapt to new situations quickly and comprehend new tasks with little training Minimum 3 years of customer service experience (Call Center experience a plus) 2 years of management experience in a diverse and evolving team setting Critical thinking skills Collaborative personality that is always willing to work together to find the best and most efficient solution Humility to handle customer service complaints and resolve issue that may arise Proficient in Microsoft Office Suite (Word, Outlook, Excel, Access, Power Point) Above average knowledge of Excel and formulas Knowledge of (highly desirable) Bilingual language skills preferred but not required Qualifications: Bachelor's degree Benefits The Perks of being on the WCS Team WCS is looking for an adventurous, passionate team member who talks the talk and walk the walk! We encourage an open, collaborative environment and strive to support our employees mind, body and spirit. Check out a few of our awesome perks: Sit-stand desks for each employee Treadmill desks for your use Healthy snacks and weekly healthy lunch Casual workplace - wear your yoga clothes! Medical, dental and vision coverage 401K plan, pre-tax Transportation Plan and Medical Savings Account 15 days of PTO plus 3 personal days and 3 floating holidays Gym discounts Wellness challenges and campaigns AAP/EEO Statement Wellness Corporate Solutions, LLC is committed to conducting all employment practices for employees at all levels without regard to race, creed, genetic characteristics, gender, color, religion, sex, national origin or ancestry, age, mental or physical disability, marital status, sexual orientation, veteran/military status, gender identity/transgender status, pregnancy, childbirth or related medical conditions, or any other characteristic protected by applicable state, federal, or local laws (except where a bona fide occupational requirement exists).

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