Customer Care Manager
Job Title: Customer Care Manager
Category: Customer Experience
Location: CaringBridge Office
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.
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.
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.
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.
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.
To respond to this opportunity, please send your resume and salary requirements to: firstname.lastname@example.org
2750 Blue Water Road, Suite 275
Eagan, MN 55121
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