Details for Position: Orl-CCM

Customer Care Manager

Location: Orlando

The Customer Care Manager will be responsible to lead and direct the department on a daily basis. The manager will assist with all aspects of customer escalations, ensuring that the department provides exemplary service while meeting the needs of customers. The Customer Care Manager will provide support for the Customer Care Representative and will encourage a positive and conducive work environment. They will address any issues pertaining to job performance that could negatively impact the reputation of EBG while encouraging teamwork and motivating the Customer Care team to perform at their best. The focus of the department is to create loyalty to all EBG brands while delivering exemplary service to our customers.

 

Responsibilities

  • Be able to communicate efficiently and effectively with subordinates, co-workers and with the general public. This includes, but not limited: to interactions in person, over the phone and through email communication.

  • Supervise

  • Answer and resolve customer escalated calls, e-mails, and livechat communication when necessary.

  • Professionally engages and interacts with guests, employees and other departments presenting a friendly, approachable demeanor and a willingness to serve.

  • Must be proficient in diffusing customer escalations while supporting the companies’ goals and initiatives.

  • Responsible for enhancing and loyalty through participating in strategic plans to ensure satisfaction.

  • Act as manager on duty for Orlando functions, Fulfillment and Operations

  • Provides feedback and coaching including performance reviews

  • Must be willing to work

  • Manage timecards while assisting with scheduling for

  • Performs other duties as assigned.

 

Qualifications

  • Must be a confident, energetic team member who will function as a key player in the department and promote a positive work environment.

  • Comprehensive knowledge of Microsoft applications.

  • Comprehensive knowledge of Microsoft Outlook and LiveChat.

  • High energy, ability to remain focused on goals, working independently.

  • Ability to communicate effectively both written and oral in a professional manner.

  • Ability to multi-task, be a team player, and have strong organizational skills.

  • Previous management experience preferred

  • Bachelor’s degree preferred

 

Other Information

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility but should not be considered an all-inclusive listing of work requirements.