Assistant Manager Advocacy & Advisement (Remote)

Mindr; Friendly (MD); Remote; USD 68,000 - 88,000; Full time

Job summary

Join a forward-thinking company dedicated to making a positive impact in the community. As the Assistant Manager of Advocacy & Advisement, you will lead efforts to enhance customer experiences and drive service quality within the Compliance department. This role offers the opportunity to manage a dynamic team, develop impactful training programs, and implement process improvements. With a commitment to growth and employee satisfaction, this innovative firm provides a supportive environment where your contributions will be valued. If you are passionate about customer service and leadership, this is the perfect opportunity for you.

Benefits

401(k)

Health Benefits

Paid Holidays

Ongoing Training

PTO

Potential Bonus

Qualifications

• 3+ years managing call center operations, preferably in inbound customer service.
• Strong documentation and communication skills are essential.

Responsibilities

• Manage daily operational activities for advocacy and escalations.
• Develop and implement training programs to improve customer satisfaction.

Skills

Call Center Management

Customer Service

Documentation Skills

Communication Skills

Leadership

Problem-Solving

Organizational Skills

Critical Thinking

Computer Proficiency

Education

Associate's Degree

Bachelor's Degree

Job description

At Intoxalock, a member of the Mindr family of brands, we are dedicated to being a force for good. That's why we provide substance use safety, detection, and monitoring products and services that help people live responsibly and keep communities safe.

Always aware. Always Guiding. Never Restricting or Judging.

What You’ll Be Doing

The Assistant Manager of Advocacy & Advisement will play a critical leadership role in Compliance. This position will be responsible for providing leadership, direction, and driving improvement in service quality and customer experience within the Compliance department through training and advocacy efforts. They will oversee offshore resources, manage daily activities related to new hire and ongoing training, resolve customer issues surfaced through social media, and ensure successful resolution of customer escalations. The primary goal is to promote exceptional customer experiences, enhancing customer retention and acquisition.

1. Manage daily operational activities for advocacy/escalations, training, and development.
2. Develop and maintain process documentation for related processes.
3. Create, maintain, and implement new hire training, certification, and ongoing training programs to improve first call resolution and customer satisfaction scores.
4. Implement processes to monitor and resolve customer satisfaction complaints, maintaining target scores and social media rankings.
5. Ensure global support teams perform within expectations and adhere to quality guidelines.
6. Participate in weekly monitoring and calibration sessions to ensure alignment across teams.
7. Monitor team performance and implement corrective actions as needed.
8. Identify and implement process efficiencies and improvements.
9. Perform other duties as assigned.

What You’ll Bring to the Table

• At least 3+ years managing call center operations, preferably in inbound customer service.
• Associate's Degree or equivalent experience; Bachelor's Degree preferred.
• Strong documentation and communication skills.
• Ability to lead, develop, and motivate on-site and remote teams.
• Excellent organizational, planning, and problem-solving skills.
• Customer-centric attitude with friendliness and patience.
• Critical thinking and sound judgment skills.
• Excellent oral and written communication skills.
• A strong work ethic, sense of urgency, and positive attitude.
• Proficiency with computer systems and call center technology.

Why work for us?

Here are some reasons why we are a Top Workplace:

• Salary range: $68,200 - $88,000 annually + potential 5% bonus + 401(k) + benefits.
• Nation’s largest interlock provider, committed to helping people live and drive responsibly.
• 2023 Top Workplace Award (local and national) and 2024 Best Place for Working Parents.
• Growth-oriented company with over 10% annual growth for 7 years and doubled employee size in recent years.
• Comprehensive benefits: health, vision, 401(k), paid holidays, PTO, ongoing training, and more.

Equal Opportunity Employer

We are committed to equal employment opportunity, providing fair chances for all applicants and employees regardless of race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex, or genetic information.

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

We comply with federal employment laws. For more information, review the "Know Your Rights" notice from the Department of Labor.