• Represent Customer Care organization at sales meetings and other functional meetings.
• Proactively assist in enhancing the service and experience for customers, implement action plans and escalation procedures to address problematic areas and identify improvements.
• Communicate effectively with team and stakeholders to provide feedback, resolve problems and drive solutions.
• Manage project work associated with Customer Care transition/acquisitions and development of the organization.
• Manage service issues by clarifying customer complaints, determining causes and seeking solutions and escalating appropriately. 
• Establish root cause analysis and communicate efficiently to the senior management team.
• Maintain up-to-date knowledge of products, customers, processes and suppliers.
• Conduct face-to-face meetings with customers and internal contacts.
• Monitor performance, and provide coaching and mentoring where appropriate.
• Align and support the Training & Development Manager with the implementation of training.
• Remain fully flexible to meet business requirements and demands.
• Ensure that project costs and schedules are met.

Skills: Customer Care Representation, Service Enhancement, Effective Communication, Project Management, Issue Resolution, Root Cause Analysis, Product and Process Knowledge, Coaching and Mentoring

• Ensure a dependable, hassle-free, empathetic Care experience across the customer lifecycle (approval, pickup, maintenance, billing, returns)
• Select, hire, and manage a team of customer support agents (CSRs)
• Focus on role-modeling, coaching, and developing the team
• Understand and embody the Zipcar Care team’s tenets
• Understand the team’s key performance metrics (customer experience, empathy, efficiency, effectiveness), and how to drive results through CSR actions and behaviors
• Make sure the team shows up for work - maintain team scheduling, and ensure attendance
• Make sure the team does a great job while at work - know the team and help them achieve their goals by coaching the right behaviors, skills, and attitudes
• Make sure the team likes to come back to work - provide motivation and recognition to maintain an efficient, service-friendly environment and high morale
• Help define operational support processes and policies
• Make Judgement calls in sensitive situations effectively
• Actively participate in customer visits and ensure customer base is touched multiple times per year. 
• Monitor service interactions to observe employee demeanor, technical accuracy, and adherence to company policies.

Skills: Customer Lifecycle Management, Team Leadership, Coaching and Development, Performance Metrics Analysis, Scheduling and Attendance Management, Motivation and Recognition, Operational Process Definition, Service Interaction Monitoring

• Provides direction to a team of Third Party Leaders and Managers.
• Responsible for modeling and upholding expectations set by the Company and Department, relative to Customer Service.
• Works in partnership with third-party team members and management to achieve continued growth and development.
• Tracks progress in clerical and procedural performance ensuring progress in specific performance metrics (KPI’s)
• Effectively documents interactions/project plans/training etc.. with Third Parties
• Maintains and displays a comprehensive knowledge of department and company practices and policies. 
• Consistently ensures customer satisfaction levels are in line with corporate philosophy and goals, ensuring that goals are attained.
• Consistently collaborates with colleagues and Managers in assessing, developing and implementing department project plans and procedures while cultivating the consistent alignment between departments and vendors both internally and externally.
• Running and attending daily/weekly/monthly meetings with leadership, focus groups with agents, site visits to both United States call centers as well as nearshore sites
• Tracking and monitoring attrition and headcounts, contract alignment and analysis, reporting, and creatively driving KPIs at all Third party sites.
• Responsible for knowledge and expertise in utilizing technology and software used by the Company.

Skills: Team Leadership, Customer Service Excellence, Partnership Development, KPI Tracking, Documentation Management, Policy Knowledge, Cross-Department Collaboration, Technology and Software Expertise

• Maintain accurate and updated records of customer interactions and transactions, record details of inquiries and actions taken.
• Ensure all interactions are following PLS policies, procedures, federal guidelines and applicable laws.
• Ensure new processes and procedures are implemented and used effectively by self and team members.
• Communicate and follow up on all new Information related to products, services, procedures, customer needs and company-related issues, changes and actions to ensure representatives are fully informed.
• Handle escalated calls for proper handling and follow-up.
• Retain low error margins for department and individual agents for higher productivity.
• Effective written and verbal communication at all levels of PLS.
• Study and standardize procedures to improve the efficiency of the Contact Center team.
• Monitor productivity and generate reports for the Contact Center.
• Answer questions and recommend corrective services to address customer concerns.
• Lead by example by maintaining a comprehensive knowledge of PLS products and services.
• Motivate and drive team performance, achieve the targets set and Key Performance Indicators

Skills: Record Management, Policy Compliance, Process Implementation, Communication and Follow-Up, Escalation Handling, Error Reduction, Productivity Monitoring, Team Motivation and Performance

• Help build a newly established, fast-growing, phone, email and chat customer care contact center
• Serve as a subject matter expert for all customer care operations
• Develop and execute a customer service strategy that consistently exceeds customers expectations by empowering team members to go above and beyond
• Establish, monitor, and communicate key success metrics that drive customer satisfaction and overall business profitability
• Defines KPIs and benchmarks to measure success. 
• Design strategies to achieve high performance for both brand loyalty and sales
• Partner with the training team to implement ongoing training and development opportunities that increase core competencies
• Share actionable feedback, insights, and recommendations while working cross-functionally with business partners, WEB, marketing, buyers, distribution center, and location managers
• Engage with customers on social platforms while supporting company-wide strategic social media and website initiatives
• Lead the Product Solutions team (warranty) in helping implement an omnichannel industry-leading warranty process
• Present monthly/quarterly business reviews to the Board of Directors that outline a successful track record or performance and a clear path forward

Skills: Contact Center Development, Customer Care Operations, Service Strategy Execution, KPI Management, Performance Strategy Design, Cross-Functional Collaboration, Social Media Engagement, Business Review Presentation

• Responsible for coaching and developing a Customer Service Escalation Resolution Team with 15-20 direct reports
• Assist in training and developing employees. 
• Ensure adequate staff education and evaluation are provided
• Assist in recruiting and retaining qualified employees to maintain appropriate staffing levels
• Plan, develop, administer, and evaluate area(s) of responsibility. 
• Monitor to ensure daily, weekly, monthly, and the team members meet annual goals
• Assist in implementing leadership directives as well as company policies and procedures
• Please comply with all Local, State, and Federal laws and regulations about services provided by the Company.
• Work with Learning Business Partners to identify training needs within team
• Monitor team for schedule adherence and calls for quality evaluation and training needs
• Be available for shift flexibility if coverage is needed on a Saturday shift
• Hold regular team meetings with direct reports to review performance and provide guidance regarding future performance and business updates

Skills: Team Coaching and Development, Employee Training, Staff Recruitment and Retention, Goal Monitoring, Policy Implementation, Compliance Management, Schedule Adherence, Performance Evaluation

• Align with the Area Customer Care Manager and Regional Sales Managers to assist in the development and profitable growth of the business.
• Directs service personnel attendance for normal calls for service, breakdowns, service contracts, shop assistance, leased equipment calls/support, rebuilds/overhauls, inspections/audits, installation projects, and training. 
• Ensures the best match of individual capabilities to call/project requirements.
• Serves as the initial point of contact for service technicians and customers to supply technical expertise and/or obtain engineering and/or further sales support. 
• Assists with logistics including travel and obtaining additional parts, tools, equipment, etc.
• Serves as on-call coordinator of technical service support between the customer and the service technician. Includes after-hours support call responsibilities (24/7). 
• Ensures all requests are followed up promptly.
• Manages, plans and schedules customer courtesy calls (sales assist) to promote JBT equipment, parts, and services.
• Perform/manage other administrative tasks (i.e. collect POs, open/close projects, billing, collections, absorption reporting, etc.)
• Ensures signed sales contracts and/or service provider contracts are in place for applicable service projects.
• Assist with all customer satisfaction initiatives and feedback, and help develop strategies, actions and/or activities to improve.
• Participate in and/or schedule and hold regular conference calls with Operations to follow up on activities, initiatives and projects to improve the support of the management, engineering, back-office staff, Helpdesk, etc.

Skills: Business Development Support, Service Personnel Management, Technical Expertise, Logistics Coordination, On-Call Technical Support, Customer Relationship Management, Administrative Task Management, Customer Satisfaction Improvement

• Previous customer service experience
• Working knowledge of computers with the ability to operate basic programs such as Windows Operating Systems.
• Strong customer focus and orientation.
• A high sense of self-motivation and must display superior telephone, root cause analysis, and issue resolution skills.
• The ability to listen, isolate the issue, research, resolve (or escalate), and follow-up is essential for this position.
• Be familiar with problem ticketing software and processes.
• Proven soft skills including strong courtesy and conflict management skills.
• Strong written and verbal communication skills and can translate technical information to all levels of users.
• Strong problem-solving and analytical skills.
• Strong time management skills.

Qualifications: BA in Marketing with 5 years of Experience

• Sales and customer service experience 
• Contact center experience as a leader
• Excellent customer service sales verbal and written communication skills.
• Ability to mentor, coach and build a strong, performance-driven team.
• Exhibit knowledge of contact center technology, including quality monitoring, service-based tracking (ticket systems), agent desktop and workforce management applications.
• Demonstrate strong problem-solving, decision-making and change management skills balanced with solid relationship-building skills.
• Be a change champion and promote the company and department vision with fellow Supervisors and associates.
• Excellent time management and organization.
• Advanced knowledge of MSC products and sales applications.
• Demonstrate the ability to coach associates and peers.

Qualifications: BA in Human Resource Management with 4 years of Experience

• Experience in a Customer Service Call Center. 
• Mortgage industry Call Center experience
• Supervisory experience, managing a team in a high-volume, fast-paced environment.
• Knowledge of Lean Six Sigma, Green/White/Yellow belt
• Knowledge of automation and new technologies
• Proficient in Microsoft Office applications, specifically Outlook, Word, and Excel
• A good working knowledge of MSC’s proprietary applications
• Self-motivated, detail-oriented and organized.
• Ability to work independently and efficiently to meet deadlines.
• Proven team player, and ability to promote a positive team environment.

Qualifications: BA in Business Administration with 6 years of Experience

• Experience in a leadership position or previous supervisory experience.
• Strong customer service and/or underwriting background
• Excellent computer and software skills, including Microsoft Word and Excel.
• Knowledge of customer service principles and practices.
• Experience in both phone and written customer support.
• Knowledge of administrative procedures and protocols.
• Knowledge of numeric, oral, and written language applications.
• Able to work independently, but equally effective in a team.
• Property and Casualty Insurance license
• Excellence in attention to detail and organization skills.

Qualifications: BA in Operations Management with 4 years of Experience

• Experience working in Customer Care roles, and should be in a supervisory capacity
• Must have prior experience working in a Manufacturing environment – experience in the Food industry
• Exposure to handling Global/Multinational customers
• Proficient in Microsoft Office and SAP and/or Salesforce
• Good command of verbal and written English
• Excellent communication and interpersonal skills
• Solutions-oriented – must have good problem-solving skills
• Team player who demonstrates customer focus, with an eye for detail
• Ability to use initiative and strong organizational skills
• Ability to work in a fast-paced environment, and can follow through from start to finish

Qualifications: BA in Communications with 7 years of Experience

• Working experience with CPG/Retail
• Experience in a fast-growing organization
• Experience with implementation of digital tools for customer service (e.g., returns & exchanges platform, live phone answering system)
• Excellent written and verbal communication – especially in customer-facing engagement
• Prior experience with managing a team
• Impeccable attention to detail
• Scrappiness and resourcefulness, not afraid to get your hands dirty and tackle problems
• Solid leadership skills that drive the best out of others and establish credibility as a trusted partner and doer
• Experience working with ZenDesk
• Experience with multi-channel customer support (i.e., email, phone, chat)

Qualifications: BA in Public Relations with 6 years of Experience

• Strong leadership skills.
• Able to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
• The ability to interpret instructions furnished in written or oral form.
• Must thrive in a team environment.
• Excellent customer care skills with a “customer first” attitude.
• The ability to multi-task. with an eye for detail
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Computer skills including Microsoft Office, with SAP experience
• Technical knowledge of HVAC systems

Qualifications: BA in Organizational Leadership with 2 years of Experience