portal resources jobs companies c california closets customer care manager

Customer Care Manager 🔥


Job Purpose



The Customer Service Manager will be responsible for establishing the solutions for an in-house Customer Care function to support both our Franchisees and Company-owned business segments. This role will be responsible for overseeing a small remote team that will provide service for our eCommerce and purchased product lines (Essentials and Everyday). This team will provide support across all time zones. The successful candidate will define service level standards, processes, including technology (AI) solutions, that are focused on issue resolution and response time.



Duties And Responsibilities



Establish the relevant policies and procedures to deliver high quality customer service for our eCommerce and Purchased product categories (both Franchisees and Company-owned):



Customer order management



Customer issue resolution



Escalation protocols



Technology (AI) solutions for customer inquiries and issues



Define and assist with the specific responsibilities for the remote Customer Liaison (CL) roles (shared resources) to provide support for customers (damage, returns, exchanges, other inquiries). Mentor, coach and train CL’s as needed.



Train Customer Liaisons on service expectations, processes and procedures



Provide leadership and problem resolution for escalated customer issues



Ensure that processes procedures are aligned with our CXM system, and are designed to capture and report on service metrics and customer analytics



Develop key service metrics and performance indicators for analyzing customer trends and data regarding products and service levels. Report monthly to senior management on performance and trends.



In partnership with the Technology team, research and identify industry leading ways to enable customer self-service through technology, AI or other solutions while maintaining the California Closet Premium Brand Experience expectations



Develop a process and research interdependencies and implications for accepting customer credit cards as payment for products/services. Implement recommendation to allow California Closets to accept customer payment with credit cards directly.



Establish processes to monitor quality and continuously improve on delivering service to customers



Align customer care activities and initiatives to support and enhance the objectives of the organization (Marketing, Brand Promise, Product & Merchandising, Technology, Operations, Finance, etc.)



Partner with the Retail Business Unit leader to provide leadership, coaching, feedback, performance management and recognition to the shared customer care team(CL’s)



Partner with TLS, our third-party call center support for California Closet’s existing core installed business. Provide training and communicate expectations



Other Projects And Initiatives As Required



Some travel required (~25%)



Qualifications



Bachelor's degree or equivalent preferred



Deep knowledge of Customer Care and leading industry practices



Prior experience in establishing and leading a customer service operation that provides service seven days a week.



Minimum of 3 years of experience in leading and inspiring teams



Solid data, analytics and reporting expertise



Excellent written and verbal communication skills



Ability to be flexible and evaluate trade-offs in problem solving and decision-making



The ability to maintain calm under pressure



Ability to partner and collaborate positively with cross-functional team members to solve business challenges and align goals



Previous experience in consumer products and residential building products a plus



Ability to travel as needed



We believe exceptional design transforms people’s lives. We see home as more than a place—it is a source of comfort and refuge, a space for connection and celebration. Everything we do at California Closets is rooted in our commitment to offer quality custom storage solutions that help people become better versions of themselves, with more time and space to focus on what matters most.



SDL2019-1032

Let us send you new openings similar to Customer Care Manager straight to your Inbox. Weekly or Daily. 7-day free trial đź’Ś

The ability to work remotely increases employee happiness by 20 percent.