Customer Care Manager
$85k - $100kHiregy
Job Description
Job Description
Job ID 23684 – Customer Care Manager
Location: Tampa, 33634 – This position is onsite
Pay: $85,000 - $100,000 yearly
Type: Direct hire
Schedule: M-F, 8:00 AM to 5:00 PM EST
Job description:
- Lead daily Customer Care operations to ensure consistent, high-quality service and achievement of performance, retention, and customer satisfaction goals.
- Serve as a primary liaison between customers and internal teams, resolving escalated issues quickly, professionally, and accurately.
- Monitor service levels, call performance, work order accuracy, and customer trends using reporting and call center tools to identify areas for improvement.
- Supervise, coach, train, and develop Customer Care and Retention Specialists, including goal setting, performance reviews, and ongoing employee development.
- Maintain relationships with key accounts, support customer retention initiatives, identify process improvements, and assist with operational functions such as data entry, billing, shipping, and receiving.
Nice to have:
- Call center leadership
- B2B customer support
- Provider or practice experience
Requirements:
- Must have 3-5 years of call center customer support
- Must be MS Office proficient including
- Five9 experience is a very strong preference - Similar software to Five9: Genesys Cloud CX/PureCloud, NICE CXone/InContact, Talkdesk, RingCentral, Cisco
- High school diploma or equivalent
- Background check required
- Drug screening required
- Reference checks required
Vacancy posted 2 days ago
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