This critical role will manage all primary cases that flow through the case management process from customer resolution to cancellation case types. They will lead a team that is responsible for ensuring that customer experience is the ultimate priority. This manager will analyze customer feedback, negotiate with customers, implement retention strategies, and create reporting for senior management. They will be responsible for developing and enhancing key performance indicators that measure the department’s overall success. Aligning incentive plans with department metrics will also be an important part of this manager’s role. The Sr. Manager of Customer Resolution and Retention will be pivotal in acting as the subject matter expert for the Customer Support team on initiatives that directly influence customer support processes. They will also play a critical role in streamlining the case management process and workflow from case initiation to case completion and have the responsibility of working towards breaking down department silos and focusing on one set of SLAs to measure case management success.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Customer Resolution:
Manage a team of customer resolution specialists responsible for handling customer invoice disputes
Analyze common invoice issues and liaise with the back office to prioritize them and implement permanent resolutions to the problems
Handle escalated customer issues in order to save the business
Manage team performance by establishing standard metrics and aligning targets with business goals
Customer Retention:
Manage a team of customer retention managers responsible for handling issues of at-risk customers
Analyze common retention issues and strategize to determine resolutions
Negotiate with customers to retain business
Work cross-functionally with Sales on “save” opportunities
Build positive relationships with our customers
Identify opportunities to improve customer experience
Liaise with Sales & Marketing to establish Loyalty Campaigns to deliver against set KPIs
Manage team performance by establishing standard metrics and align targets with business goals
General:
Continuously motivate the team to maximize results
Establish and continuously update standard operating procedures, case management SLAs and key metrics
Develop and implement initiatives to reduce invoice complaints and improve customer retention
Foster a positive, customer – focused culture within the support team, instilling the values of safety commitment, sincere and accountable servant leadership, and service excellence.
Liaise with Business Analytics to develop reporting and dashboarding of key metrics
Ensure data, insight and results are communicated to key stakeholders
Forecast, manage and monitor department budget
Coach and develop all team members to maximize employee engagement and productivity
Serve as a project leader for the Customer Support team and as a contributor to priority business projects
QUALIFICATIONS:
Is an energetic role model and leader who projects a positive attitude about NuCO2
Passion for customer experience by consistently going above and beyond their expectations
Dedicated to the growth and development of the Account & Customer Resolution team members; focused on coaching and training
Strong conflict-resolution skills
Good understanding of billing and invoicing systems, screens, and codes
Ability to read and interpret documents such as contracts, pricing and equipment
Ability to use multiple line telephone in ACD environment
Ability to accurately prioritize, multi-task, and respond graciously to unexpected interruptions
Proficient in all Microsoft Office Applications and JDE
EDUCATION AND TRAINING:
AA Degree in Business or Related Business Experience
EXPERIENCE:
Minimum of three years of experience in a Call Center Environment preferred
3-5+ years supervisory and/or previous management experience
JDE Case Management
General knowledge of bulk fill procedures, installation procedures, DOT and Safety requirements preferred
Qualifications
Education
Required
Associates or better in Business Administration or related field