Team Manager, Customer Solutions Job at Reliance Home Comfort
To support our continued growth and provide excellence in customer service and satisfaction, we are looking for a high energy, results focused individual for the following role:
Position: Team Manager, Customer Solutions
Location: Cambridge
Reports to: Manager, Customer Solutions
Primary Mission: Directly supervise a team of 15 in the Customer Solutions inbound call centre who handle retention inquiries generated by phone, email and/or written correspondence. Responsible for coaching, motivating and developing the front line team members whose primary goal is to retain customers who have expressed an interest in cancelling their service through education, identifying and addressing needs/concerns and when required, devising a plan of action that offers a mutually beneficial resolution within the contractual limitations and Reliance policies. Address complaints with the goal of increasing satisfaction and securing renewals or saves. At all customer touch points, the Customer Solutions Team Manager will ensure an outstanding customer experience is being delivered through professional, courteous and supportive conduct.
Key Responsibilities:
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Position: Team Manager, Customer Solutions
Location: Cambridge
Reports to: Manager, Customer Solutions
Primary Mission: Directly supervise a team of 15 in the Customer Solutions inbound call centre who handle retention inquiries generated by phone, email and/or written correspondence. Responsible for coaching, motivating and developing the front line team members whose primary goal is to retain customers who have expressed an interest in cancelling their service through education, identifying and addressing needs/concerns and when required, devising a plan of action that offers a mutually beneficial resolution within the contractual limitations and Reliance policies. Address complaints with the goal of increasing satisfaction and securing renewals or saves. At all customer touch points, the Customer Solutions Team Manager will ensure an outstanding customer experience is being delivered through professional, courteous and supportive conduct.
Key Responsibilities:
- Provide leadership, coaching, and performance management for direct reports.
- Coach using call monitoring and side by side observations with team members and provide feedback to improve performance - both at an individual and team level.
- Ensure team can provide the highest level of quality customer service and customer support for all products and services
- Handle difficult or escalated customer issues, ensuring concerns are resolved and effectively communicated in a timely and professional manner
- Escalate key business or technical issues to management team and lead communication across other departments
- Work with other departments (Marketing, Sales, Service) to promote long term change that drives our customer experience and increased saves rate
- Ensure issues are resolved in a timely manner and that the team communicates with a unified message and approach, and in a professional manner
- Assist and coach the team to help customers in resolving issues and implement solutions
- Assist with the development of the strategic plan/goals for the department through the ongoing evaluation of processes, policies and procedures and subsequently recommending changes when/where appropriate
- Hiring, training, motivating and managing team member performance
- 2 – 5 years of supervisory experience in a contact centre
- Previous retention experience preferred
- Highly experienced with customer escalations and able to effectively manage multiple escalations concurrently
- Exceptional at people management including coaching direct reports
- Ability to work with a broad range of audiences
- Outstanding verbal and written skills
- Understanding of call center principles and theory: forecasting, staffing, workload, queuing theory, and real-time management
- Ability to quickly build relationships and establish rapport
- Excellent organizational, administrative and analytical skills
- Ability to work under pressure in a high volume environment
- Intermediate proficiency with MS Office (Outlook, Word, Excel, PowerPoint)
Please Note :
sjcstudios.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, sjcstudios.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.