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    Customer Care Manager - Tulsa, United States - Medco Tool

    Medco Tool
    Medco Tool Tulsa, United States

    3 weeks ago

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    Description

    ** Customer Care Manager**

    **Job Category****:** Manager **Requisition Number****:** CUSTO001613 Showing 1 location **Job Details**

    **Description**

    **Primary Purpose**

    Responsible for providing leadership and direction to a multi-functioned call center operation with a focus on driving best-in-class performance across all key performance indicators including but not limited to: customer satisfaction, sales, operational efficiency, service levels, first contact resolution, employee satisfaction, customer efforts and quality. Provides oversight to ensure efficiency and effectiveness of the operation as well as provide leadership to build a strong, team-oriented environment. Drives operational effectiveness through continuous improvement efforts and effective planning and execution of functional business strategies.

    Ensure consistent customer experience with a focus on delighting the customer. Serves to build and maximize relationship with key customers (internal and external) and vendors through developing a team of customer service associates who provide best in class customer service. Development and use of Scorecards and metrics to drive prioritization of investment and increased performance levels. Drives the use of continuous improvement to increase quality of service and work efficiencies.

    **Scope**

    Develops, motivates and leads a team responsible for order entry, credit card process, answering customer questions, resolving customer issues, entering returns and credits as well as upselling and cross selling product lines.

    **Major Responsibilities**

    Supervises and coordinates activities for the Customer Care Team on a daily basis, ensuring a consistent and orderly work environment.

    Utilizes continuous improvement practices to improve quality of service and work process efficiencies.

    Regularly reviews goals, performance metrics and cost vs. budget

    Responds to sensitive and escalated issues from internal/external customers at all levels.

    Trains, coaches and develops subordinate team members

    Creates an environment that drives customer delight while maintaining cost requirements.

    Manages people, processes, budgets, performance management, compliance activities, and associate development as required by the job.

    Understands and demonstrates ORS Nasco's Core Values.

    Performs other duties as assigned.

    **Skills/Knowledge Required**

    Excellent communication skills including verbal and written.

    Strong interpersonal and relationship building skills.

    Solid knowledge of Customer Service and Call Center processes.

    Ability to build, train and motivate a strong work force.

    Strong continuous improvement orientation.

    Intermediate skills with Microsoft Office (Word. Excel, PowerPoint, Access, Outlook).

    Solid Leadership skills.

    **Education and Experience**

    Bachelors degree in Business, Management or a related discipline required.

    MBA or an advanced degree preferred.

    Minimum 5 years supervisory experience, preferably in a Call Center environment.

    Experience managing at least 50 people.

    **Notice to third party agencies:** ORS Medco does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruiting Agreement, ORS Medco will not consider or agree to payment for any referral compensation or recruiter fees. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, ORS Medco explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of ORS Medco.

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

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