Care Center - Sr. Manager

Care Center - Sr. Manager

The Care Center is an extension of the Classic Operations team and supports both internal and external customers. The Care Center Senior Manager is responsible for leading customer service, capturing opportunities, and scheduling. This role is directly responsible for solving any issues related to team technology (with the support of IT), scheduling challenges (with the Operations and Business Development team) and staffing to ensure contacts are meeting company expectations. Note: Key areas of responsibility of this position are described under the heading below. They may be subject to change at any time due to reasonable accommodations or managements’ rights to reassign duties and responsibilities of this job at any time. 

 

Essential Responsibilities 

·         The overall goal is to collaborate with shops to schedule potential clients at their earliest available calendar appointment. 

·         8x8 proficiency: Handling Inbound and outbound contacts via phone, chat, email, and SMS. 

·         CCC function: Contact Center, Dispatch, Documentation and Calendar

·         Lead training as needed with internal teams (calendar, assignments, drive ins, tow, etc) 

·         Escalate customer needs as appropriate.

·         Escalate to Care Center Director as needed. 

·         May Need to act in place of Care Center Director as needed.

·         Support and coach your team. 

·         Track attendance of the team as needed. 

·         Inspect and evaluate team members. 

·         Document coaching opportunities for members of your team. 

·         Track daily performance related to Care Center Metrics 

·         Be able to complete Care Center Rep job duties daily. 

·         Care Center resources ownership and maintenance based on business needs.

·         Know your shops and DRP’s o Know your Regional Office Managers and Regional Manager’s o Know your General Manager’s 

 

Experience

·         3+ years’ experience in Collision experience or call center management experience.

·         Mastery and showcase consistent servant leadership. 

·         Intermediate Skills in Microsoft Excel 

·         Mastery of Microsoft Teams 

 

Language Skills  

·         Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

·         Ability to write routine reports and correspondence.

·         Ability to speak effectively before groups of customers or employees of the organization.

·         Fluency in English is required.

·         Fluency in spoken and written Spanish is a huge plus! 

 

Requirements 

·         Basic Computer Skills

·         Intermediate knowledge of Microsoft Excel Skills 

·         Experience with CCC1 is a huge plus

·         Intermediate knowledge of Microsoft Office 

 

Behaviors/Competencies

Integrity -Respect, and accountability at every level and in every interaction

Customer Service-Provide the highest level of customer service while building customer satisfaction and retention

Innovation -Develops and displays innovative approaches and ideas to our business

Teamwork -Contributes to building a positive team spirit. Supports everyone’s efforts to succeed

 

Physical & Environmental

·         Continually required to sit

·         Continually required to use hands and fingers

·         Continually required to talk or hear 

·         The noise level in the work environment usually is moderate.

·         Associate is expected to follow any other instructions and perform any other related duties as may be required by the manager

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