Customer Care Assistant Manager

Life-Assist Inc.; Charlotte (NC); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

PTO

Paid holidays

Employee Assistance Program

Medical, Dental, and Vision Insurance

Life Insurance

401(k) Retirement Savings Plan

Employee Stock Ownership Plan

Tuition Reimbursement

Job summary

Life-Assist, Inc. in Charlotte, NC is seeking a Customer Care Assistant Manager to help run daily operations, coach a team of specialists, and ensure an outstanding customer experience across phone, email, chat, and in-person interactions.

You’ll step into the Customer Care Manager role when needed, lead training, monitor quality, resolve billing concerns, collaborate with product and compliance teams, and contribute to process improvements.

Qualifications

• Bachelor’s or associate degree preferred.
• 6+ years of customer service experience.
• Leadership, mentoring, or coaching experience.
• Excellent verbal and written communication.

Responsibilities

• Support the daily operations of the Customer Care Dept.
• Coach and mentor Customer Care Specialists.
• Handle customer questions across phone, email, chat, and in person.
• Monitor interactions for quality assurance.
• Escalate unresolved issues appropriately.
• Collaborate with Product and Compliance teams.
• Participate in recruitment and training activities.
• Cover Manager duties when needed.

Skills

Customer service

Leadership

Coaching

Communication

Education

Bachelor or Associate

Job description

Customer Care Assistant Manager

About Life-Assist

At Life-Assist, we show up every day to “Help Heroes Save Lives.” Through a culture of caring and genuine connections, we work to ensure first responders have the products, service, and support they need to do their jobs as easily and effectively as possible.

Our culture is at the heart of who we are. We’re looking for positive, motivated, hardworking individuals who want to grow their skills, contribute to a supportive team, and make a meaningful difference in the work they do.

About the Opportunity

We are looking for a Customer Care Assistant Manager to support the day-to-day operations of our Customer Care Department and help lead a team of Customer Care Specialists.

In this role, you will help ensure our customers receive an exceptional experience across phone, email, chat, and in-person interactions. You will serve as a resource and coach for the Customer Care team, assist with training and development, monitor quality, and help resolve customer service and billing concerns.

The Assistant Manager will also step into the Customer Care Manager role when the manager is unavailable, helping maintain workflow, service levels, and team support.

This is an excellent opportunity for an experienced customer service professional who enjoys developing others, solving problems, collaborating across departments, and making a positive impact on the customer experience.

What You’ll Do

• Support the Customer Care Manager with the daily operations of the department.
• Provide coaching, mentoring, training, and constructive feedback to Customer Care Specialists.
• Serve as a point of contact for customer questions, concerns, complaints, and service issues.
• Assist customers by phone, email, chat, and in person with product and service information, orders, and account-related questions.
• Monitor Customer Care Specialist interactions as part of the department’s quality assurance process.
• Monitor the website chat program and provide team members with communication tips, resources, and solutions.
• Work with internal departments to resolve customer service and billing concerns.
• Escalate unresolved customer grievances to the appropriate department or manager.
• Partner with Product Specialists to obtain product specifications and identify new or substitute products when needed.
• Assist customers with navigating the Life-Assist website.
• Collect prescription authorization forms and communicate licensing and purchasing requirements for prescription-only items.
• Verify customer medical license status and coordinate with the Compliance Department to resolve licensing issues.
• Identify and report potential fraud, theft, or loss concerns to management.
• Represent Customer Care in cross-functional meetings and provide recommendations for department improvements.
• Participate in special projects focused on customer care and process improvement.
• Assist with maintaining Customer Care training materials.
• Assist with scheduling, employee development, and reward and recognition programs.
• Participate in interviews and recruitment activities for new Customer Care Specialists.
• Provide feedback to the Customer Care Manager regarding team performance and development opportunities.
• Assume the duties of the Customer Care Manager when they are unavailable.
• Perform other duties as assigned.

What We’re Looking For

• Bachelor’s degree or associate degree preferred.
• 6+ years of customer service experience, or an equivalent combination of education and experience.
• Experience with medical equipment products is a plus.
• Previous leadership, mentoring, or coaching experience is strongly valued.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organization and attention to detail.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Positive attitude with motivation, initiative, and drive.
• Ability to work effectively as part of a team.
• Strong listening skills and the ability to follow direction.
• Ability to build positive relationships with customers and coworkers.

Why Join Life-Assist?

We believe our employees are an important part of our success. That’s why we offer a comprehensive benefits package designed to support our employees and their families.

Our benefits include:

• 15 accrued days of Paid Time Off
• 7 paid holidays plus 2 paid floating holidays
• Employee Assistance Program
• Medical, Dental, and Vision Insurance
• Life Insurance
• Short-term and Long-term Disability
• 401(k) Retirement Savings Plan with a Life-Assist contribution
• Employee Stock Ownership Plan
• Tuition Reimbursement
• And much more!

It is the policy of Life-Assist, Inc. (“The Company”) that we will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered, without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. EOE, Including disability/vets

Life-Assist, Inc. promotes a drug-free workplace and participates in the E-Verify Program.