Customer Care Assistant Manager

ESSENTIAL JOB FUNCTIONS:

• Lead, mentor, and develop the Customer Care team, fostering a collaborative and customer-focused culture.

• Manage customer inquiries, concerns, and escalations, ensuring timely and effective resolution.

• Establish performance goals, monitor key metrics, and provide ongoing coaching and feedback to support continuous improvement.

• Identify and implement process improvements to enhance efficiency and elevate the overall customer experience.

• Monitor team interactions to ensure consistent service quality and compliance with company policies and procedures.

• Oversee and resolve complex or escalated customer issues in partnership with team members.

• Communicate customer feedback, trends, and insights to internal teams and leadership.

• Generate and present reports on customer care performance, metrics, and trends.

• Develop and maintain training programs, materials, and resources to strengthen team capabilities.

• Drive initiatives to improve customer satisfaction and long-term retention.

• Collaborate cross-functionally to resolve recurring concerns and improve internal processes.

• Continuously evaluate and enhance departmental workflows, systems, and best practices.

• High School Diploma or equivalent required; additional education in business or a related field preferred.

• Strong knowledge of customer service principles, best practices, and performance standards.

• Demonstrated leadership ability, including motivating a team, delegating effectively, and providing constructive feedback.

• Strong analytical and problem-solving skills with the ability to determine effective solutions.

• Excellent verbal and written communication skills.

• Demonstrated empathy and professionalism when addressing customer concerns.

• Experience with CRM systems and related customer service software.

• Ability to collaborate effectively across teams and departments.

• Strong organizational and time-management skills with the ability to prioritize in a fast-paced environment.

• High attention to detail in maintaining accurate customer records and documentation.

• Adaptability to changing customer needs and business demands.

• Skilled in conflict resolution and complaint management.

• Ability and willingness to consistently work a 2nd shift role until 8pm during busy season and 6pm in the slow season.
  

The statements above describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Employees may be required to perform additional job-related duties as assigned by their supervisor. Work schedules may extend beyond normal business hours based on workload and seasonal demands. This job description is subject to change at any time at the discretion of management.