Sr. Manager of Customer Care

Founded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group-- the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 8 successful locations launched nationwide. Jacuzzi Bath Remodel combines our premium materials, knowledgeable sales team, experienced in-house certified installers, and over 60 years of proven excellence to deliver the highest standard of customer satisfaction.

Due to a recent promotion, Jacuzzi Bath Remodel is hiring a Sr. Manager of Customer Care

Responsibilities

• Oversee daily operations of the centralized Customer Care team to ensure high standards of service and engagement; providing exceptional customer experiences for Jacuzzi Bath Remodel customers.
• Responsible for developing metrics, and key performance indicators aligned with organizational goals.
• Develop staff plans to ensure volume and capacity are aligned to deliver a best-in-class service offering.
• Develop and implement service policies and procedures to include compliance tracking.
• Ensure adherence established performance agreements, policies and procedures aligned with organizational expectations
• Seek continual process improvements, provide training and coaching to ensure KPI metrics are met, and the highest level of quality standards are achieved.
• Train and develop associates to increase effectiveness, quality of service, and productivity.
• Manage service operations to ensure efficient and timely resolution of customer concerns.
• Analyze service data to identify trends and areas for improvement.
• Assist with escalated customer concerns trending root cause and corrective action.
• Collaborate with other departments to ensure streamlined communication and processes.
• Oversees direct employees time and attendance policies.
• Performs other related duties as assigned

Compensation is $90,000 + depending on experience with annual bonus

Requirements

• Bachelor’s degree and 3+ years of leadership, customer care and field service experience required, or an equivalent combination of education and experience.
• Leadership skills that continually motivate and drive consistent team productivity.
• Cross functional communication skills working directly with employees and customers.
• Dependable and goal oriented demonstrated via prompt and timely responses.
• High level of proficiency in Microsoft Office (Word, Excel, and PowerPoint)
• Exceptional customer service skills
• Collaborative spirit able to problem solve under pressure.
• Strong ability to multi-task adapting to rapid change.

Benefits

• Health insurance
• Dental insurance
• Life insurance
• Vision insurance
• 401(k) with matching program
• Paid vacation and holidays