Customer Care Manager – Aston Carter Remote Jobs

Job Type: Customer Care Manager from home
Location: California work from home
Company: Aston Carter

The primary objective of the position is to deliver a customer experience that is on par with the high caliber of our products through engaging customer service, effective order taking, clear and consistent leadership of day-to-day customer interactions, and deepening customer loyalty and satisfaction.

You will collaborate cross-functionally with the heads of the Marketing, Retail, and Tech departments as a customer care manager.

Responsibilities:

• Among the tasks that fall under the following categories, although not exclusively, are responsibilities:
• Daily Business Transactions: Manage the customer service division to guarantee that interactions with customers are aligned with the brand and its objectives. The CC Manager will provide prompt response to phone calls, emails, chat requests, and customer issue resolutions with a strong customer-centric emphasis, while also raising order values and improving the customer experience.
• Training and Development: Recruiting, hiring, onboarding, and training all new hires to perform excellent call response while keeping a sharp focus on relationship-based calls rather than transactional ones. All team members need to be trained and developed, and regular leadership, feedback, and mentoring are essential.
• Provide visibility: The CC Manager will effectively plan team members to ensure adequate phone coverage with little downtime using analytics and Key Performance Indicators. With the Marketing team, the KPIs will be discussed and shared to enable real-time modifications.
• Process Improvements: Make suggestions and recommendations for process improvement, team improvements, and system upgrades in order to continuously boost departmental performance and customer satisfaction.

Skills: Customer service, analytical ability, leadership, teamwork, call center management, and CRM software

Top Skills Information:

Customer service, call center management, analytical ability, and leadership

Requirements:

• Three or more years’ experience managing teams that interact with customers, ideally with a multi-channel retailer.

• Proven track record of enhancing department performance in quantifiable ways.

• Proactive problem-solving skills and process streamlining and improvement experience.

• Has overseen call center hiring and training operations

• Has practical experience answering client calls and helping out when necessary

• BS/BA, preferably in an area connected to marketing or communications

NEED FOR RELATABLE INDUSTRY (Health, Wellness, Consumer Packaged Goods in a Wellness space, think Kombucha, Yerba Mate…)