Manager I, Customer Care

Job Description

Job Description

Job Summary:

The Customer Care Manager I is responsible for leading and overseeing the daily operations of the customer care team to ensure exceptional service delivery and customer satisfaction. This role involves developing and implementing customer service strategies that align with the company’s goals, while fostering a positive and productive team environment. The manager will analyze customer feedback and operational metrics to identify areas for improvement and drive continuous enhancement of service processes. They will also collaborate cross-functionally with other departments to resolve complex customer issues and support product or service improvements. Ultimately, this position aims to build strong customer relationships, enhance loyalty, and contribute to the overall success and reputation of the organization.

Duties and Responsibilities:

• Lead, mentor, and manage the customer care team to achieve performance targets and maintain high service standards.
• Develop and implement customer service policies, procedures, and best practices to improve efficiency and customer satisfaction.
• Monitor and analyze customer feedback, service metrics, and team performance data to identify trends and areas for improvement.
• Collaborate with other departments such as sales, marketing, and product development to address customer concerns and improve service offerings.
• Handle escalated customer issues and ensure timely and effective resolution to maintain positive customer relationships.
• Conduct regular training sessions and performance reviews to support team development and growth.
• Prepare and present reports on customer service performance and initiatives to senior management.

Education and Experience:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum of 3 years of experience in customer service or customer care management.
• Experience working in a fast-paced, high-volume customer service environment.
• Familiarity with customer relationship management (CRM) software and data analysis tools.
• Certification in customer service management or related professional development courses.
• Experience in the specific industry relevant to the company’s products or services.

Knowledge, Skills and Abilities:

• Proven leadership skills with experience managing a team.
• Strong understanding of customer service principles and best practices.
• Excellent communication and interpersonal skills.
• Demonstrated ability to implement process improvements and change management.
• Leadership, communication, and customer service expertise are essential for effectively managing the team and ensuring high-quality customer interactions.
• Analytical skills are used daily to interpret customer feedback and performance data, enabling informed decision-making and continuous improvement.
• Proficiency with CRM software and other technology tools supports efficient case management and reporting.
• Process improvement and industry-specific knowledge skills enhance the manager’s ability to tailor strategies that meet unique customer needs and business objectives.
• Strong interpersonal skills facilitate collaboration across departments and help resolve escalated issues with professionalism and empathy.

Work Environment :

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands :

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.