Customer Care Managers, $40,000

Responsible for management of contracted (remote) Call Center teams — including oversight of staffing requirements, process documentation, agent training (online), development and monitoring of service level standards, issue resolution, and customer interaction quality.

Daily supervision of virtual Customer Care team, which handles escalations from the Call Center, complex customer inquiries, and a wide range of customer operations.

In cooperation with Marketing, manage Customer Care team responses on social media and online forums.

Serve as point of contact for the most serious/sensitive customer and partner escalations

Provide real-time alerts to other operational teams and executives regarding issues faced by customers in using the network.

Required Skills/Experience:

Bachelor’s Degree preferred. 

4 or more years in customer service/operations with 2 years of management or leadership experience

Proven experience in customer operations including customer enrollment, issue management, and billing

Proficient in Microsoft Office: Excel, Word, PowerPoint

Customer Service Representatives $15/hr

Field calls and chats from consumers interested in scheduling free estimate appointments from online and offline advertising sources 

Qualify sales leads and ultimately set in-home appointments with homeowners 

Some outbound calling may be required as needed on qualified internet generated leads; no cold calling required 

Data enter contact and appointment information 

Research home ownership 

Confirm appointments ensuring all qualifications are met 

Track every lead from first contact to final disposition with daily and weekly statistic reporting 

Assist with other admin duties as needed 

Requirements: 

High School Diploma or GED preferred 

No experience required, but must be willing to complete online/virtual training

Must be able to demonstrate superior phone experience; excellent customer service and communication skills 

Have strong computer and accurate data entry skills, including experience with Microsoft Office, Excel, Google Calendar and the ability to quickly learn new web based CRM platform 

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