Senior Customer Care Leader

zenithamerican; Mendota Heights (MN); On-site; USD 68,000 - 83,000; Full time

Job summary

Zenith American Solutions is seeking a Manager, Customer Care to provide direction and leadership to the Customer Care teams, ensuring alignment with company guidelines and client needs. The role involves overseeing daily operations, staff development, and effective issue resolution.

The position requires experience in customer service, supervisory responsibilities, and the ability to manage remote staff. Travel may be necessary as part of client interactions and implementations.

Qualifications

• High School diploma or GED required.
• Five years in customer service with at least two years in a supervisory role.
• Understanding of call metrics, staffing models, and workforce management.
• Ability to supervise remote staff and travel as needed.

Responsibilities

• Provides daily leadership and supervision to Customer Care team(s) consistent with management values and mission.
• Develops staff through performance management, goal setting, training, and effective employee relations.
• Optimizes workflows/processes, tools, staff allocation, and technology to ensure efficient and cost-effective day to day operations.
• Remediates escalated issues, reviews plan changes, and attends to other client needs.
• Resolves escalated customer/client issues.
• Coordinates successful implementation of new clients.
• Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.

Skills

Team leadership

Decision making

Organizational skills

Remote staff management

Analytical problem solving

Microsoft Office

Education

High School diploma or GED

Associates degree in business-related field

Tools

Microsoft Office

Job description

Zenith American Solutions is seeking a Manager, Customer Care to provide direction and leadership to the Customer Care teams, ensuring alignment with company guidelines and client needs. The role involves overseeing daily operations, staff development, and effective issue resolution.

The position requires experience in customer service, supervisory responsibilities, and the ability to manage remote staff. Travel may be necessary as part of client interactions and implementations.