Customer Care Manager

Customer Care Manager

Job Title: Customer Care Manager
Category: Customer Experience
Location: CaringBridge Office

Organization Summary

Our Mission is to amplify the love, hope and compassion in the world, making each health journey easier. Our Vision is to be the first place people turn to connect to their community during a health journey. Founded in 1997, CaringBridge is the largest, oldest and most widely used social networking site for family and friends to communicate with loved ones during a health journey. Based in Minnesota, we are proud of our global reach and nonprofit status with 90% of our funding coming from the people who have experienced the power of CaringBridge firsthand. Thanks to the compassion and generosity of our donors and volunteers, CaringBridge is able to connect and serve millions of people each year. Since our founding, more than half a million CaringBridge websites have been created and it’s become an indispensable part of many people’s lives. Every 8 minutes, a new CaringBridge website is created for someone experiencing a health crisis.

Primary Objective of Position

To provide overall oversight and management of the Customer Care team ensuring CaringBridge has a broad and deep understanding of customer needs and preferences and achieves a high level of quality and customer satisfaction.

Duties & Responsibilities

  • Leads the collaborative process to develop all Customer Care goals. Works across Customer Experience Teams to execute effective and efficient processes to achieve those goals. Utilizes customer care reporting and metrics to measure service levels and adjust execution as appropriate.

  • Establishes and maintains standards of quality and timeliness for customer interactions, ensuring compliance with standards and resolving customer issues reported in interactions including inbound calls, email, chat and social channels as well as periodic outbound campaigns.

  • Identifies opportunities for continuous improvement and plans and manages projects to implement process changes that reduce customer effort or gain process efficiencies. Identifies potential for technology enhancements to increase efficiencies in Customer Care functions.

  • Schedules, monitors and adjusts team workload to ensure workload is distributed fairly, enhancing employee engagement and consistently meeting customer expectations. Serves as a point of escalation for Customer Care representatives.

  • Leads development and maintenance of team expertise in the use of Oracle Service Cloud for interaction management; analytics; content management; and Help Center administration.

  • Ensures Help Center content is timely, accurate and consistent with CaringBridge brand values.

  • Oversees up-to-date process and training documentation for Customer Care team.

  • Manages/Supervises support personnel as it relates to all projects or related work, establishes performance requirements, clarifies responsibilities of those supervised, conducts performance appraisals and plans for individual employee training and development.

  • Keeps manager and other leadership appropriately informed of important developments, potential problems and related information necessary for effective management. Coordinates/communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.

  • Gains insight into user behavior by analyzing data generated within the Customer Care team’s two primary tools: Oracle Service Cloud and Foresee Results. Translates data into scorecards and ad hoc reporting for consumption by other functions within CaringBridge.

  • Provides organizational leadership and expertise around collecting, analyzing and disseminating Voice of the Customer feedback. Translates VOC (and Voice of Employee) inputs gathered from multiple sources to provide input and influence to improve the CaringBridge product experience.

  • Oversees and maintains CaringBridge Terms of Use and Privacy Policies. Serves as primary point of resolution for any customer allegations or legal inquiries.

  • Stays current on market, competition and trends including Customer Experience tactics, field concepts and practices applying them to strategies when applicable.

  • Establishes and sustains interactive relationships with external vendors and contacts to result in favorable networks to support the current and future goals of the organization and to benchmark practices/results to maximize organizational effectiveness.

  • Provides fiscal support for the department by providing input for the departmental budget and manages within budget parameters to ensure financial benchmarks are met and proactive course correction is taken when necessary.

  • Performs related work as apparent or assigned.

Experience & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • Bachelor’s degree or equivalent in field related to customer service.
  • 7-10 years of experience in customer service, customer experience or position of similar responsibilities.
  • 3-5 years of management experience, with a history of collaborative leadership.
  • Experience analyzing data and generating accurate, repeatable and informational reporting used to guide product and/or process improvement priorities.
  • Demonstrated ability to oversee creation of user-facing Help Center content that is accurate, helpful and lively.
  • Ability to read and interpret documents and procedural manuals. Ability to present information and respond to questions from coworkers, users, and volunteers.
  • Strong self-starter with a record of success.
  • Strong collaboration and teambuilding skills.
  • Excellent organizational and planning skills.
  • Excellent understanding of the diverse needs of internet users.
  • Ability to cope with the rapid pace and constant change associated with the industry.
  • Ability to successfully manage numerous projects simultaneously.
  • Thorough facility with Microsoft applications, including Xcel for analysis of data and creation of effective visual representations of data.
  • Experience with Content Relationship Management tools, such as Oracle Service Cloud, and Content Management tools helpful.
  • Ability to communicate effectively, both orally and in writing with personnel, customers and vendors
  • Experience with direct to consumer businesses, multi-channel and/or ecommerce businesses.
  • Project management or process improvement experience preferred

To Apply

To respond to this opportunity, please send your resume and salary requirements to: jobopenings@caringbridge.org

or

CaringBridge
Attention: HR
2750 Blue Water Road, Suite 275
Eagan, MN 55121

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