Title: Customer Care Manager

Reports to: Director of Operations

Summary: The Customer Service Manager ensures quality of services and customer satisfaction among VRC operations. This position will lead a team of customer service representatives to be the face of VRC for all customer requests – be they orders, comments, or complaints. This position is responsible for maintaining full staffing in a fast-paced business environment while providing excellent customer experience for all existing and potential VRC customers.

Essential Functions:

• Identify and rectify problems, bringing them to the attention of management when necessary.
• Maintain full staffing levels, keep staff hours within target range, train and motivate staff, and perform reviews.
• Prepare assignments and manage satisfactory completion of these assignments by the data entry employees.
• Communicate with staff about changes in policies, procedures, and other pertinent information.
• Responsible for providing courteous and attentive treatment to all customers’ needs by presenting a professional and positive company image.
• Handle and resolve all customer problems.
• Interact with customers in person, over the phone, and via email.
• Handle/coordinates special customer requests.
• Follow up with customers and vendors as needed.
• Take phone orders and process uploads.
• Other tasks as needed.

Competencies:

• Detail oriented and organizational skills to meet deadlines.
• Strong organizational, interpersonal, and communication skills
• Possesses problem-solving skills.
• Can work both in a group setting and individually.
• Ability to write well.
• Understanding of technology, especially Microsoft Office including Excel, Outlook, PowerPoint, and Word.

Education and eligibility requirements:

• High School Diploma
• Must be willing and able to write and communicate in English.
• At least 2 years of supervisory experience in Customer Service
• Must have a flexible schedule including being on-call after hours, on weekends, and 
• holidays.
• Well-organized and responsible
• Self-motivated

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice