Customer Care Manager

About NTRglobal

Founded in 2000, NTRglobal’s solutions (www.ntrglobal.com) are used by more than 9,500 corporations worldwide. As a result of our continued growth, NTR is seeking a highly energetic Customer Care Manager to ensure the resolution of customer support issues while providing superior customer service. Full benefits package includes medical, dental, vision, life, disability, 401(k) and more.

 

Job Duties, Functions, and Responsibilities

The Customer Care Manager is responsible for managing the group of technicians who interact directly with our customers.  This is a hands-on position that includes tracking and analyzing customer interactions and interfacing with other departments to provide feedback and improve service delivery.  The ideal candidate should possess a good balance of technical support and customer service management experience, strong interpersonal skills, a strong understanding of computers and networks and the knowledge of where to look for answers when they are not readily available.  He or She must be able to think quickly in pressure situations, work on tight schedules, provide concise status reports, manage several projects simultaneously and balance priorities in order to accomplish desired results.

The Customer Care Manager:

· Ensures that trouble tickets are completed and customer needs are met within SLAs.

· Coordinates escalation procedures, serves as after-hours / on-call contact for emergencies, and informs NTR and customer management of significant or critical situations in a timely manner.

· Serves as a liaison of NTR to manage the customer relationship, foster loyalty, improve user awareness, identify training needs and ensure the customer’s continued business.

· Maintains a "Customer Satisfaction" program and conducts customer satisfaction surveys.

· Holds regular team meetings, motivates team to surpass goals, monitors activity reports, ACD logs, phone calls and trouble tickets for quality control and areas that need improvement.

· Develops new support processes, procedures, tools and training curriculum as needed.

· Supervises, encourages, and trains techs on customer service skills and troubleshooting techniques.

· Prepares reports for Sr. Management, disseminates information to team members, and handles any other duties or projects as assigned by Sr. Management.



The CCM must also possess the ability to handle personnel management issues, including:

· Scheduling of personnel shifts, holidays and on-call assignments to ensure adequate coverage.

· Attendance and punctuality.

· Fostering employee harmony and teamwork.

· Documenting personnel issues that may lead to counseling employees in order for them to improve their work habits, productivity, adherence to procedures and technical knowledge.

· Conducting periodic performance evaluations and making appropriate recommendations for additional training and development.

· Interviewing potential Customer Care team members.



Desired Knowledge, Skills, and Experience

· 3 to 5 years management experience in Technical Support / Customer Service

· 5+ years phone experience in Technical Support / Customer Service

· Strong background in Customer Service procedures, techniques and training

· Strong Communication skills (written and verbal)

· Proven excellence in service/support delivery and coaching, motivating, and encouraging staff

· Strong sense of ownership with ability to take control of difficult situations

· Experienced leader with exceptional work ethic, enthusiasm and a positive outlook

· Flexibility in availability including extended hours and/or weekends if necessary

· BS in CS or MIS preferred

· Related certifications a plus

 

Please send your resume and cover letter to techjobs@ntrglobal.com and include the position “Customer Care Manager” in the subject line of the email. No phone calls please.