What are the responsibilities and job description for the Customer Care Operations Manager position at Dropoff?
Customer Care Operations Manager
Company Overview
Dropoff provides reliable same-day delivery to enable businesses to meet rising customer expectations. Our sophisticated logistics platform allows enterprise businesses to gain visibility into their deliveries, equipping them to improve customer experience and streamline operations. National leaders in healthcare, retail and industrial partner with Dropoff to fulfill customer needs using our professional drivers and proactive customer care.
For more information about how Dropoff is shaping the future of same-day delivery, visit https://www.dropoff.com.
About the Opportunity
Searching for your next challenge? We are looking for a Customer Care Operations Manager. This is a remote position.
The CSM’s primary focus will be on all aspects of customer satisfaction and care as well as the supervision of our dedicated Customer Care Representatives. We’re seeking a Customer Care Operations Manager who is the subject matter expert on all “deliveries in progress” customer care interactions and can lead this department day to day fostering positive relationships with our clients and team members through a strong focus on teamwork.
Responsibilities
Participate in the recruitment, onboarding, and training of the Dropoff Customer Care Representative (CCR) team members.
Perform the scheduling of CCR shifts, coordinating with Supervisors and Leads to ensure adequate coverage.
Oversee daily CC activity and ensure meeting response levels.
In collaboration with the 2 Customer Care Supervisors and 2 Leads, monitor and evaluate Customer Care team members' performance, provide learning and coaching opportunities, and take corrective action, if necessary.
Assist in the development of policies, procedures, and tools to balance Customer Care workload and meet performance goals.
Assist in the preparation and analysis of Customer Care reporting.
As part of the Customer Care Management team, achieve team key performance indicators for issue resolution and productivity.
Identify operational issues and suggest possible improvements.
Act in a front-line CC capacity when necessary, and as a customer escalation point.
Act as administrator for Dropoff’s call center solution and CRM platform. Setup users and run KPI reports from these platforms.
As part of the Customer Care Management team, work in partnership with the Account Management, Dispatch and Market Operations teams to seek customer care improvements.
Skills & Experience
Bachelor's Degree preferred
Clear and precise communication skills - both written and verbal.
Excellent problem-solving, leadership, and customer care skills.
Ability to coach, train, and motivate employees and evaluate their performance.
Ability to both serve and lead team activities, promoting a spirit of teamwork.
Excellent interpersonal skills, maintaining a positive and composed demeanor while working with team members, individuals in different departments, customers and in pressured situations.
Strong analytical skills to view complex data, draw accurate conclusions, and identify recommendations.
Ability to apply critical thinking to analyze customer issues, evaluate solutions, and implement effective strategies.
Willingness to adapt and demonstrate flexibility in a fast-paced, constantly evolving work environment.
4 years in Customer Service (online and/or telephone)
2 years in a supervisory role.
Flexible schedule, some weekends required
Proficiency with Office Suite and G-Suite.
Experience working remotely and managing remote employees.
Experience working with Customer Care technologies like ZenDesk and Dialpad.
Dropoff Benefits
Stock options (everyone is an owner in the company)
Great Healthcare Plan for you and all dependents (we help you out with the cost!)
Flexible vacation policy (work/life balance is important to us!)
Culture (we are an inclusive team who celebrates our unique talents)
Room to grow your career (we encourage internal career progression and are proud to see our team members take on new roles)
Dropoff is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.