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Top 50 Customer Care Manager Skills

Below we've compiled a list of the most important skills for a Customer Care Manager. We ranked the top skills based on the percentage of Customer Care Manager resumes they appeared on. For example, 25.9% of Customer Care Manager resumes contained Customer Service as a skill. Let's find out what skills a Customer Care Manager actually needs in order to be successful in the workplace.

These Are The Most Important Skills For A Customer Care Manager

1. Customer Service
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high Demand
Here's how Customer Service is used in Customer Care Manager jobs:
  • Designed and implemented standard metrics reports, customer feedback surveys and escalation processes for domestic and international customer service teams.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Supported sales, implementation and customer service for a start-up research administration software organization.
  • Developed and coached successful customer services representatives, and evaluated personal direct reports.
  • Managed parallel projects to identify and correct impediments to providing excellent customer service.
  • Managed a staff of customer service representatives.
  • Managed trends analysis report, created continues programs to improve and ensure customer service level strengthened and maintained.
  • Managed, supervised, hired and trained for customer service which services 7 different departments within the company.
  • Served as Team Lead of 15 customer service representatives in a Call Center; conducted annual performance reviews.
  • Assisted in front line customer service to ensure of customer satisfaction, regarding existing accounts and inquiries.
  • Developed a Customer Service Certification Program for all New Hires after the 90 day probation period.
  • Oversee employees in customer service, retention group, inside sales, collections and programming.
  • Developed employee tools to maintain and increase internal and external customer service levels.
  • Monitor calls to ensure that all customers were provided first class customer service.
  • Provided training to 21 new hires for Domestic and International Customer Service.
  • Edited and wrote standardized email responses for customer service agent training.
  • Interfaced with managers and staff to assess customer service goals.
  • Maintained and updated all Customer Service Work Instructions.
  • Created a customer service program to maintain a triage support system by enhancing an internal tracking service request system with Salesforce.com.
  • Received Fasty Award for exceptional customer service as a new employee October 2010.

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3,804 Customer Service Jobs

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2. Customer Care Department
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high Demand
Here's how Customer Care Department is used in Customer Care Manager jobs:
  • Headed customer care department involving production/testing, QC, service, inventory warehouse and product development /support departments.
  • Re-launched inbound on-site domestic and off-shore international first level Customer Care Departments.
  • Promoted to Controller while maintaining oversight on Customer Care department.
  • Defined and restructured customer care department.
  • Developed infrastructure for customer care department.
  • Lead role in training customer care department while implementing a new ERP system * Responsible for bulk toner $2M quota.
  • Assisted in development and implementation of new training program for Customer Care department; conducted and delivered new hire training.
  • Launched customer care department and was responsible for all activities related to customer service and new client implementations.
  • Managed transition of the majority of the Customer Care Department to an international outsourcing vendor during 2015.
  • Manage entire customer care department that at one time included up to 4 divisions in 4 states.
  • Hired and managed cohesive teams for both the end-user and business-to-business sections within the customer care department.
  • Hired to develop, design, staff and implement all levels of the Customer Care department.
  • Analyze and control expenditures of the Customer Care department to conform to budgetary requirements.
  • Maintain and keep up with Customer Care departments Attendance and Punctuality Policy.
  • Managed the operations of the residential and commercial customer care department.
  • Managed CarDomain's online and phone order customer care department.
  • Created and managed Customer Care Department budget.
  • Key Accomplishments: Drove development and growth of Customer Care Department from scratch.
  • created a new position within their Enterprise Customer Care department.
  • Developed and launched new Rx Customer Care departments in Fort Worth, TX and Millville / Swedesboro, NJ.

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3. Technical Support
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high Demand
Here's how Technical Support is used in Customer Care Manager jobs:
  • Constructed patient questionnaire flow paths enabling Technical Support Specialists to ask and answer questions uniformly and obtain standardized results.
  • Managed 25 technical support representatives in a call center environment.
  • Managed national customer call center technical support team.
  • Provide technical support and tracking information.
  • Handled all escalated customer sales calls from our customer service and technical support team.
  • Direct customer service, order processing, technical support and international service needs.
  • Provide product knowledge, billing and technical support to B2B and B2C customers.
  • Managed staff for customer technical support and dispatch of 25+ technicians.
  • Led team of 15+ Customer Care Representatives and five Technical Support Dispatchers
  • Assisted in the successful transition of outsourcing customer Technical Support calls.
  • Provided excellent Technical Support trouble shooting to quickly resolve customer issues.
  • Equipped and staffed a new technical support office in Reno.
  • Trained sales, marketing and technical support personnel.
  • Offered technical support for internet service.
  • Created and developed all internal training and documentation for technical support agents who supported Logitech's Digital Video Security cameras.
  • Supervised teams offering billing & technical support for online dating site Sharpened creative problem solving and communication skills
  • Assisted in development of Technical Support knowledgebase in an Oracle environment.
  • Served as multi-regional manager for technical support and warranty/exchange program.
  • Call center operations for 10 seat customer and technical support call center.
  • process with technical support in New Jersey.

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1,610 Technical Support Jobs

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4. Service Level Agreements
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high Demand
Here's how Service Level Agreements is used in Customer Care Manager jobs:
  • Developed a successful quality management system and service level agreements which enhanced customer service and sales.
  • Delivered superior service that consistently exceeded established quality standards and contractual service level agreements.
  • Maintained contractual commitments as they related to support coverage and service level agreements.
  • Implemented Support Services department and ensured transactions met service level agreements.
  • Acted as Customer Care point of contact for 8 key clients including responsibility for ensuring contractual service level agreements are met.
  • Managed call volumes and maintained service level agreements by making sure all representatives were available and ready to take calls.
  • Design and enhance internal policies and procedures and ensure staff is working within service level agreements.
  • Set daily expectations and ensured 100% compliance with service level agreements.
  • Prioritized and mapped workload, fulfilling service level agreements (SLAs) as part of overall maintenance strategy.
  • Allocated resources to ensure project and contractual service level agreements (SLAs) were achieved.
  • Reviewed contracts and ensured compliance with service level agreements (SLAs).
  • Review, revise and approve SLAs (Service Level Agreements) with Samsung's HQ.

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388 Service Level Agreements Jobs

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5. Process Improvement
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high Demand
Here's how Process Improvement is used in Customer Care Manager jobs:
  • Fueled deliverable and billing process improvements as member of task force that established national inventory management support center.
  • Identified and implemented process improvement and reporting initiatives delivering $78,000 in annual savings.
  • Participated on sub-committees to focus on process improvements and goal enhancement working groups.
  • Analyze data to determine trending in call volumes/outbound reports and recommend process improvements.
  • Assessed competitive marketing promotions and evaluated region for business process improvement opportunities.
  • Documented process improvement opportunities between Sales, Customer Care and other departments.
  • Develop and maintain effective business planning strategies and process improvement solutions.
  • Recommended, developed, and implemented quality and process improvement strategies.
  • Identify and facilitate process improvements to improve productivity and accuracy.
  • Led and actively participated in process improvement initiatives.
  • Fostered an environment which encouraged continual process improvements.
  • Identified and made recommendation for process improvements.
  • Identify and drive process improvements that improve customer experience, recover fraud losses and increase cost efficiency.
  • TEAM management approach, facilitated staff buy-in to changes that allowed for more fluid process improvement.
  • Provide direction and oversight to process improvements, serious escalations, project planning and resource allocation.
  • Resolve over 50 escalated issues weekly and recommend process improvement strategies.
  • Implement organizational strategies, process improvements, and projects.
  • Improved customer satisfaction goals through effective listening, collecting feedback, empowering employees and making process improvements.
  • Coordinated Client meetings providing operational expertise, workflow diagramming, and process improvement direction.
  • Develop and maintain Customer Care knowledgebase, Intellectual Property Oracle and - Process Improvement web portals.

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231 Process Improvement Jobs

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6. Performance Reviews
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high Demand
Here's how Performance Reviews is used in Customer Care Manager jobs:
  • Conduct performance reviews, including formal corrective action to ensure an environment of accountability and recognition.
  • Evaluated employee performance while providing ongoing coaching and development, conducting monthly and quarterly performance reviews.
  • Manage respective caregivers in day to day activities including disciplinary action and performance reviews.
  • Prepared monthly and annual agent performance reviews and administered corrective actions.
  • Administer performance reviews and career development activities for organization.
  • Managed inventory levels and conducted performance reviews and audits.
  • Conducted performance reviews and provided ongoing performance feedback.
  • Prepared performance reviews and conducted interviews.
  • Conduct interviews for hiring new employees; write performance reviews, work with HR Report directly to the VP of Customer Care
  • Conducted bi-monthly as well as yearly Performance Reviews with each team member and monitored quality through recorded and live calls.
  • Conduct daily group meetings, monthly one-on-one meetings, and annual performance reviews.
  • Provide leadership, coaching and direction to customer care and conduct performance reviews.
  • Managed employees and performed hiring, training, mentoring and performance reviews.
  • Perform coaching, counseling, training as well as write performance reviews.
  • Conduct annual performance reviews for all staff within department;.
  • Provide corrective actions and performance reviews, as necessary.
  • Create and deliver performance reviews and merit increases.
  • Performed biannual performance reviews on all staff.
  • Initiated mid-year and annual performance reviews.
  • Perform six month and annual performance reviews.

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7 Performance Reviews Jobs

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7. Training Programs
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high Demand
Here's how Training Programs is used in Customer Care Manager jobs:
  • Developed structured processes for regional reimbursement teams, including educational and training programs.
  • Designed and implemented employee training programs to increase productivity and customer satisfaction.
  • Developed and implemented training programs for International call center.
  • Designed / delivered synchronous & asynchronous training programs.
  • Develop and administer training programs for management team.
  • Identified instructional methodologies for new training programs.
  • Developed and implemented training programs for offshore CSR's, internal technical support teams, international sales and user experience personnel.
  • Initiated training programs to help new hires learn their roles and to be more effective with customers and internal personnel.
  • Developed and implemented best practices, performance standards and training programs in driving World Class Customer Service.
  • Formulate and implement training programs for the staff, applying principles of learning and individual differences.
  • Help train and develop all employees and supervisory staff through implementation of regular training programs.
  • Developed several improvement training programs for managers, physicians, staff and volunteers.
  • Introduced training programs that enhanced employee performance and helped build a motivated workforce.
  • Developed effective training programs, pairing seasoned team members with new hires.
  • Measure and evaluate effectiveness of training programs, including New Hires curriculum.
  • Created measurements and benchmarks to measure effectiveness of training programs and trainers.
  • Support the coordination of training programs, as needed.
  • Developed training programs, conducted training, and wrote training manuals for Customer Care,Sales, Reception and Sales departments.
  • Assist with the testing and installation of products and services Accomplishments Established customer service training programs.
  • Assisted in content development for all Management "University" training programs.

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90 Training Programs Jobs

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8. Phone Calls
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high Demand
Here's how Phone Calls is used in Customer Care Manager jobs:
  • Answered incoming phone calls using customer service and negotiation skills to retain guests to maintain brand loyalty within company guidelines
  • Receive inbound phone calls and internet chat sessions from customers and service their needs effectively and efficiently.
  • Respond to telephone calls and emails regarding accounts status, payment arrangements, and concerns.
  • Place phone calls to current bank customers regarding account changes or suggested options.
  • Manage telephone calls and written correspondence with collection agencies and bankruptcy courts.
  • Edit employees emails and phone calls to ensure great quality of work.
  • Assessed medical educational needs of new and existing members via phone calls.
  • Perform regular quality reviews of recorded phone calls and call documentation.
  • Assisted with triage of high acuity medically related phone calls.
  • Monitor phone calls and provide feedback to each associate.
  • Monitored and audited customer care agent's phone calls.
  • Assessed both new and existing members via telephone calls.
  • Received phone calls, and made outbound calls.
  • Audit phone calls and documentation of staff.
  • Managed all incoming customer care telephone calls.
  • Fielded phone calls from customers.
  • Communicated order status in a timely manner to customers via conference call, emails and phone calls.
  • Make regular phone calls to family members to inform them on their loved ones life.
  • Recruited new members of Wellaware program via phone calls.
  • Answer multi line incoming phone calls.

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79 Phone Calls Jobs

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9. Community Resources
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high Demand
Here's how Community Resources is used in Customer Care Manager jobs:
  • Assisted with removing barriers to accessing community resources.
  • Provide assistance in connecting to community resources.
  • Managed and supported a team of Social Workers that developed and facilitated member's access to community resources.
  • Educated members with community resources, food, shelter, medications, and communicating with their doctors.
  • Use Motivational Interviewing Skill set and community resources to reduce barriers to care for COA members.
  • Educate potential and current clients about community resources as well as Medicaid services.
  • Connect clients to available community resources that will assist in meeting their needs.
  • Provided support and linkage to community resources to reduce barriers to care.
  • Research community resources that are available for the members.
  • Educate residents on viable community resources and benefits.
  • Assist with referral and linkage to community resources.
  • Provide parents and staff with community resources.
  • Provide members with support, community resources.
  • Position required advanced communication skills, clinical knowledge, and knowledge of available alternative community resources.
  • Guide and support Montefiore associate access to healthcare and community resources.

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10 Community Resources Jobs

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10. Direct Reports
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high Demand
Here's how Direct Reports is used in Customer Care Manager jobs:
  • Develop and coach direct reports ensuring that representatives are provided clear feedback on their performance through the use of performance evaluations.
  • Managed a team of 5 direct reports and thirty agents who support both inbound and outbound call volume.
  • Evaluated performance for 13 direct reports, coached staff for promotion, and implemented recognition programs.
  • Promoted to Operations manager with up to 15 direct reports in daily call center operations.
  • Staffed a forty-seat Call Center, including 4 Team Leaders as direct reports.
  • Managed 16-18 direct reports (Field Service and Clinical Applications Specialists).
  • Manage up to 30 direct reports in a call center environment.
  • Train all direct reports on all essential leadership and management skills.
  • Provide performance evaluations and one on one support to direct reports.
  • Managed 30 direct reports and 500 + indirect vendor reports.
  • Promoted career development for direct reports through training and coaching.
  • Conduct quarterly One on One Expectations sessions with direct reports.
  • Prepare and Conduct semi-annual reviews for all direct reports.
  • Managed team of 5 direct and 7 indirect reports.
  • Hire and provide development and training for direct reports.
  • Direct reports include front-line Supervisors and Team Leaders.
  • Led a team of 35 direct reports.
  • Led team of 76 direct reports.
  • Cultivated professional growth for direct reports and improved redundant skillsets
  • Created individual learning plans for direct reports, setting goals and action plans.

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60 Direct Reports Jobs

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11. Customer Complaints
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high Demand
Here's how Customer Complaints is used in Customer Care Manager jobs:
  • Handled escalated customer complaints upon customer or executive request and utilizes escalations as a method to train and develop employees.
  • Minimized customer complaints through gap analysis and implementation of customer interaction improvement initiatives and organizational improvement processes nationwide.
  • Established and promoted effective customer service techniques to expedite solutions to customer complaints in compliance with company policy.
  • Resolve high-level customer complaints regarding product availability, pricing, delivery, returns and usage.
  • Address customer complaints and make corrective action recommendations.
  • Assist in increasing company NPS score by 10% * Resolve customer complaints and concerns with strong verbal and negotiation skills.
  • Handled all customer complaints and concerns via phone, email, online chat, and correspondence.
  • Directed investigations to verify and resolve customer complaints of first class and business fliers.
  • Listen to and resolve customer complaints regarding services, products, or personnel.
  • Research and resolve Better Business Bureau complaints and resolve local complex customer complaints.
  • Resolve customer complaints or answer customers' questions regarding policies and procedures.
  • Resolved escalated customer complaints and issues, ensuring one call resolution.
  • Utilize social media to respond to customer complaints and praise.
  • Researched, resolved and responded to customer complaints and inquiries.
  • Solve customer complaints in a timely and profession manor.
  • Review customer complaints and track customer service issues.
  • Help them with customer complaints and issues.
  • Responded to customer complaints and comments.
  • Handled customer complaints and orders.
  • Resolved 20 daily customer complaints based on policy, documentation and service failures, achieving +85% success rate.

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40 Customer Complaints Jobs

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12. Key Performance Indicators
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high Demand
Here's how Key Performance Indicators is used in Customer Care Manager jobs:
  • Lead team of 15 billing representatives responsible for account resolution and attaining key performance indicators.
  • Report, administer and monitor key performance indicators that measure our overall customer satisfaction.
  • Created, maintained and reported department metrics for tracking of necessary key performance indicators.
  • Monitored and reported daily/monthly/yearly key performance indicators and contractual performance as required.
  • Monitored and audited key performance indicators for internal and external audits.
  • Managed key performance indicators and prepared performance reports.
  • Reported on key performance indicators for company.
  • Deliver Weekly, Monthly and Quarterly Reports to Clients and Corporate Executives reporting on Service Level Agreements and Key Performance Indicators.
  • Monitored and reported monthly key performance indicators regarding order management, repair rate, warranty cost, and phone metrics.
  • Developed and implemented scorecard of key performance indicators at the front line team member, supervisor and manager levels.
  • Implemented daily management using Key Performance Indicators (KPI) that provided visual management and helped to drive improvements.
  • Developed and implemented a quantitative review system on key performance indicators, metrics and goals.
  • Established and monitored Key Performance Indicators (KPI) to quantify team performance.
  • Analyzed and reported all monthly Key Performance Indicators (KPI's).
  • Established key performance indicators and goals for sales and service team members
  • Developed and implemented Key Performance Indicators (KPI) matrix.
  • Reported on key performance indicators and provide analysis to driveimprovements.
  • Developed performance agreements and managed performance based on SMART goals and the company s key performance indicators (KPIs).
  • Developed action plans to aid in the improvement and maintenance of specific Key Performance Indicators (KPIs).

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5 Key Performance Indicators Jobs

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13. Project Management
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high Demand
Here's how Project Management is used in Customer Care Manager jobs:
  • Created project management plan and developed effective communication with internal and external stakeholders to inform of progress.
  • Reduced training expenses by developing and refining processes for training and project management travel.
  • Assisted with numerous project management initiatives to improve productivity and efficiency.
  • Performed project management that minimized project risks and defined project scope.
  • Project management and system implementation expertise.
  • Provided a hybrid of project management, implementation, billing analysis, and technical expertise to Bell South Long Distance customers.
  • Direct all aspects of project management for multiple projects, which resulted in project completion within allotted times and budgetary constraints.
  • Worked closely with project management teams to charter, scope, requirements, testing of new and enhanced systems.
  • Project Management; gathered data for customer reporting, implemented mass changes in system, coordinated and scheduled projects.
  • Managed customer support, project management, inside sales, contract management and functional software testing.
  • Provided complete project management from order inception to billing while managing customer's service needs.
  • Lead project management on rebuilding the Customer Care landing page and Contact Us form.
  • Assist Project Management to resolve site issue for both hardware and software issues.
  • Work with Project Management Team to identify business requirements for the project.
  • Performed Project Management of the start up process for new clients.
  • Developed and trained members of the team on project management methodology.
  • included Project Management, liaison to software vendor, testing and monitoring of site after implementation.
  • Performed project management support for new distribution center startup, along with other projects as assigned.
  • Trained APJ leaders on Project Management methodologies and mentored them throughout lifecycle of a project.
  • Completed year long project management of organizing and launching eBonding between Citibank and Telmex, in five different countries.

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471 Project Management Jobs

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14. CRM
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high Demand
Here's how CRM is used in Customer Care Manager jobs:
  • Partnered with other SHC businesses to develop improvements in the overall customer experience (CRM) and increased revenue generation.
  • Worked special projects that required high level of experience and knowledge, including CRM, Customer Satisfaction and attrition.
  • Assisted Development by documenting and reporting vulnerabilities, defects, and enhancement requests, using the CRM tool.
  • Designed, built, and implemented all designed business requirements into the cloud based CRM/ERP System.
  • Trained Customer Care department in use of new Customer Relationship Management (CRM) module.
  • Implemented significant use of new CRM tools and interface with Sales Order Processing system.
  • Utilized Dynamics CRM and Microsoft service software to interact with clients and staff.
  • Created and developed forms and applications for the PeopleSoft CRM and Inventory modules.
  • Delivered over 300 processes on the new CRM application to Training Department.
  • Analyze data from CRM to improve results of outbound call campaigns.
  • Implemented improvements including new CRM system, Help Scout.
  • Create loyalty and return business through excellent CRM practices.
  • Implemented new CRM/ERP system NetSuite start to finish.
  • Encourage customer loyalty through CRM systems.
  • Serve as the subject matter expert for our CRM system (Salesforce) and train new staff members.
  • Documented system, data, and business workflows that clarify and validate requirements for Clients RightNow CRM implementations.
  • Assisted in the strategic planning, implementation and training of a new CRM system (Salesforce).
  • Manage customer channels such as, Help Scout CRM system emails and Olark chat system.
  • Utilized and mastered Intacct.com Customer Relation Management (CRM) system, CODA Financial Systems.
  • Set and hit monthly goals Skills Used Phone skills Typing skills CRM skills Organization

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99 CRM Jobs

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15. Customer Retention
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average Demand
Here's how Customer Retention is used in Customer Care Manager jobs:
  • Developed and managed a customer service quality assurance program aimed at reducing call volume and promoting first call resolution and customer retention
  • Collaborated with Distribution Center Manager for off-site meetings with at-risk accounts to resolve issues and insure customer retention.
  • Conducted problem analysis and resolution, resolved online banking issues and performed escalation diffusion to maintain customer retention.
  • Maintained customer retention by resolving issues occurring during reservation process or during stay at hotels.
  • Resolved product issues coordinating application and engineering staff for high value customers increasing customer retention.
  • Managed customer retention program including personalized calendar and letter through outside vendor.
  • Identified personnel changes to increase customer retention and better fleet management.
  • Ensured customer retention and satisfaction through stellar call center service delivery.
  • Implemented Customer Issue Resolution Process driving customer retention during new competition.
  • Utilize grass roots feedback from staff to create new marketing and customer retention programs and refine ongoing marketing campaigns.
  • Overachieved Customer Retention at existing accounts in Ohio, Kentucky, West Virginia, and Indiana.
  • Established and directed West Region Save team resulting in 30% improvement in customer retention.
  • Increased customer retention by 1% after implementing real time customer satisfaction.
  • Improved customer retention by 40%, utilizing various process improvement techniques.
  • Educated Team Leaders to understand the process which increased customer retention.
  • Assist with customer retention and the development of other marketing strategies.
  • Improved customer retention by more than 30%.
  • Maintained a customer retention rate above 90%.
  • Partnered with multiple clients to enhance program efficiencies, customer retention and operational effectiveness.
  • Provided discount coupons on Flickr Wall Art and Photo Books when appropriate for customer retention.

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16. Daily Operations
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average Demand
Here's how Daily Operations is used in Customer Care Manager jobs:
  • Facilitated and managed daily operations for 350 inbound customer care and sales representatives.
  • Directed the daily operations of the customer service team and led the achievement and maintenance of established customer service levels.
  • Directed all the daily operations of the department - this department serviced the distribution warehouse and 3 retail furniture stores.
  • Supervised the daily operations of the call center and directly responsible for 8 supervisors and 122 Customer Service representatives.
  • Manage daily operations with up to 9 Exempt and 150+ non-exempt supporting Internet, Phone and Video Product.
  • Direct and coordinate the daily operations of the Geek Squad Customer Care department supporting Delivery and Installation.
  • Manage daily operations of the GA facilities and Customer Care organization for both GA and CA locations.
  • Manage the daily operations of 60 Customer Care Sales Consultants, 4 Supervisors and 1 admin.
  • Involve in the operation, which includes interacting with customers and employees on daily operations.
  • Execute on daily operations of supervisory staff to ensure full compliance of company guidelines.
  • Lead daily operations of a busy call center, and coached and mentored Supervisors.
  • Promoted to lead team of 15 employees in daily operations.
  • Manage the daily operations and budgets for the start-up operation.
  • Manage daily operations of the Medicaid Support Services unit.
  • Direct the daily operations of cleaning teams.
  • Manage daily operations of Customer Care agents.
  • Managed the daily operations of the Healthcare Group of Arizona Customer Care call center.
  • Managed daily operations for frontline teams in call center.
  • Manage daily operations of collections/apheresis department and mobile teams Implement policies and projects toward collection goals.
  • Answer Inquires Optimize Efficiency Train and direct daily operations of the 10+ customer service team.

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81 Daily Operations Jobs

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17. Performance Management
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average Demand
Here's how Performance Management is used in Customer Care Manager jobs:
  • Key responsibility include ongoing service delivery, client relationship satisfaction & retention, and team member performance management and development.
  • Maximized potential of subordinates through coaching, development and effective performance management methods, including conducting formal performance evaluations.
  • Promoted sound staff professional development, salary calibration and compensation decisions, succession planning, and performance management.
  • Administered performance management by diagnosing improvement opportunities, providing effective coaching, feedback, and professional development.
  • Developed direct reports, including performance objectives/appraisals, performance management, and Individual Development Planning.
  • Coach and develop front-line supervisors and monitored the performance management of their subordinate teams.
  • Coordinated combined scorecards performance management between five call centers.
  • Executed performance management through evaluations and terminations as needed.
  • Designed and implemented Performance Management Review process.
  • Supervised a team of up 50 CSR professionals, ensuring coaching, performance management and payroll completed with efficiency and success.
  • Manage a team of 15-20 Customer Care Representatives/new hires o Continuous skill training, coaching and performance management.
  • Used company performance management system for goal setting and evaluating employee performance against set goals and core competencies.
  • Compiled unit data for weekly dashboard meetings measuring call center metrics as well as employee performance management.
  • Oversee all aspects of employee management including hiring, interviewing, discipline, and performance management.
  • Manage daily tasks such as tracking of student data, timekeeping, and documenting performance management.
  • Implemented performance management standards and expectations, improving overall department performance more than 15%.
  • Manage associate relations: recruiting, hiring, training, performance management and terminations.
  • Perform weekly audits on staff quality and engage in performance management as needed.
  • Applied Performance Management by creating incentive and commission programs for the department.
  • Drive associate development efforts, while leading the performance management process for the department.

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7 Performance Management Jobs

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18. Medical Necessity
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average Demand
Here's how Medical Necessity is used in Customer Care Manager jobs:
  • Conducted comprehensive risk assessment based on medical necessity criteria to provide excellent care; provided referrals.
  • Conducted clinical reviews based on applicable medical policy and/or medical necessity guidelines on requested services.
  • Reviewed and provided medical necessity decisions for outpatient procedures and/or services.
  • Determine if additional days are needed utilizing established medical necessity criteria.
  • Determined if clinical information presented met medical necessity criteria.
  • Monitored treatment to ensure medical necessity and effectiveness.
  • Promoted and coordinated delivery of quality, cost effective health care services based on medical necessity per the benefit plan.
  • Based upon the clinical information and established medical necessity criteria, decide the most appropriate level of care for patients.
  • Conducted clinical reviews for Blue Cross Blue Shield of North Carolina based on applicable medical policy and/or medical necessity guidelines.
  • Perform medical reviews based on medical necessity for Home Health and Inpatient admissions.
  • Assess and determine medical necessity with the assistance of psychologists.
  • Determined medical necessity utilizing Interqual and through collaboration with the interdisciplinary team.
  • Reviewed claims and records for pre-existing conditions/medical necessity.
  • Experienced in managing risk and non-risk reviews for medical necessity according to appropriate mandates and URAC requirements.

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7 Medical Necessity Jobs

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19. Action Plans
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average Demand
Here's how Action Plans is used in Customer Care Manager jobs:
  • Administered coaching action plans, training/development, one-on-ones, and progressive discipline up to and including termination.
  • Monitor and develop action plans for addressing opportunities as noted on patient satisfaction survey.
  • Created performance appraisals and developed individual & team action plans to maximize productivity.
  • Appraised performance contributions & created individual/team action plans.
  • Drafted action plans and led meetings with key team members and managers to review project status and proposed changes.
  • Provide performance coaching, implementing development action plans, write/conduct reviews on associates, and recommend salary reviews.
  • Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards.
  • Created action plans and performance improvement plans for employees needing to improve their call scores.
  • Design action plans to assist each customer care representatives to improve and meet their goals.
  • Provide coaching to employees for areas of opportunity and create action plans for improvement.
  • Help develop strategic company goals, including objectives, action plans and due dates.
  • Support Employee Engagement action plans to maintain a positive and effective work environment.
  • Identified the root causes of errors and developed action plans to make improvements.
  • Established client relationships, action plans, client tours, and presentations.
  • Influenced team by translating vision into detailed action plans.
  • Create and implement goals and action plans.
  • Developed action plans to improve performance.
  • Anticipated and identified potential problems with Scopus software and developed action plans to resolve issues.
  • Initiated and directed action plans for at-risk business for all Dade products.

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34 Action Plans Jobs

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20. HR
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average Demand
Here's how HR is used in Customer Care Manager jobs:
  • Optimized the effectiveness of patient treatment plans through the development and delivery of educational programs following the guidelines of evidence-based medicine.
  • Resulted in increased focus on customer service company-wide through cross-departmental root cause reviews and implementation of a customer service policy.
  • Prioritized their medical educational needs to assist them with positive behavioral change through goal setting and lifestyle modification.
  • Earned 2 fast-track promotions during tenure through series of increasingly responsible management positions.
  • Promote newspaper initiatives through design and implementation of promotional ads at both newspapers.
  • Managed and directed daily customer support operations across three regional support centers.
  • Fostered an environment in which employees received a high level of instruction through dynamic facilitation and blended learning philosophies.
  • Key Contributions: * Steadily increased sales through a combination of relationship-building, solutions selling and active account management.
  • Demonstrated ability to retain existing relationships, through the use of cross sale and discussion of benefits.
  • Accommodate consumer's needs through recognition, development, and mobilization of informal and formal resources.
  • Coordinate care for disabled and chronically ill patients transitioning from pediatric to adult primary care.
  • Participated in pilot Enhanced Learning Team project, which was implemented throughout the company.
  • Experienced in chronic disease management both telephonic and face to face in community settings.
  • Drive team toward productivity sales through coaching and feedback with each rep.
  • Worked as an independent contractor for last three months.
  • Process all hazardous materials through WERCS for approval.
  • Involved in many systems throughout the company.
  • Entered and submitted payroll through designated software.
  • Monitor quality calls through Witness.
  • Provided operational/procedural insight and support to various management teams throughout Zoo Atlanta..

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1,411 HR Jobs

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21. Internal Departments
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average Demand
Here's how Internal Departments is used in Customer Care Manager jobs:
  • Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.
  • Coordinate with internal departments for customer specific demands, back order processing and distributions.
  • Ensured internal departments and external vendors fulfilled all service level agreement goals.
  • Establish and maintain relationships with internal departments and independent sales representatives.
  • Enforced production standards and administered employee salary for 5 internal departments.
  • Interfaced with internal departments, internal/external customers, and vendors.
  • Communicate across multiple internal departments.
  • Represent the group to multiple internal departments, attend quality control calibrations, and ensure company changes are relayed to employees.
  • Work closely with other internal departments to ensure that the company meets its financial objectives.
  • Create and maintain strong relationships with customers, and internal departments.
  • Partner with internal departments to determine best practices for order processing.
  • Interact with Network Specialists, Cost Containment, and other internal departments in regards to claims.
  • Worked with internal departments to assist in the transition to a new logistic vehicle ordering system.

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22. Order Entry
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average Demand
Here's how Order Entry is used in Customer Care Manager jobs:
  • Achieved significant improvements in call center response rates and order entry throughput for the manufacturing operation.
  • Managed all aspects of the Government and Strategic Accounts Customer Care teams consisting of order entry and customer care representatives.
  • Reduced order entry errors by 35%, a savings of nearly $150K, through an improved auditing system.
  • Ensured order entry accuracy of 98% or better to achieve smooth turn up for customers and accurate billing.
  • Submitted order entry errors before the bill cycle cutoff date to ensure invoice bills correctly on the next invoice.
  • Analyze data and statistics for order entry and call center production daily, weekly, and monthly.
  • Manage all aspects of customer service from specifying though quoting, order entry and post sales.
  • Established paperless customer order entry and account maintenance system resulting in savings over $125K.
  • Led Order Entry relocation to low cost center resulting in $150,000 in savings.
  • Reduced order entry from 1 week of receipt of customer PO to 1 day.
  • Assured timely order entry along with effective responses to customer needs and inquiries.
  • Manage 50-70 orders through the factory from order entry to completion.
  • Produced lowest order entry errors in company history in 2006, with accuracy rate of 99.75% for the year.
  • Manage a department of 4 customer care agents and day to day daily customer service functions ( order entry.

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157 Order Entry Jobs

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23. Customer Base
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average Demand
Here's how Customer Base is used in Customer Care Manager jobs:
  • Developed comprehensive relationships with law enforcement customer base on a continual basis to ensure customer satisfaction.
  • Managed all activities associated with activating and maintaining service for strategic customer base.
  • Managed repeat order customer base with specific attention to customer retention.
  • Maintained daily reports and completed cash/check deposit; developed and implemented marketing programs to increase sales and built loyal customer base.
  • Developed business proposal, hired new team of associates and provided customized, complex solutions to this Elite Customer base.
  • Develop and execute training programs for National Account customer base to increase knowledge of product, service and systems.
  • Directed the consolidation of three dispersed Customer Contact Centers, supporting the North American Security and Safety Customer base.
  • Conceived and implemented outbound calling program to help grow sales and extend better corporate support to customer base.
  • Provided account management for current customer base for quotes, quality problems, deliveries, and service.
  • Led a team of 30 associates responsible for providing quality support and service for diverse customer base.
  • Managed multiple city territory in Outside Sales to increase customer base and exceed quota expectations monthly.
  • Oversee retention of monitored customer base by introducing customer care, marketing and sales programs.
  • Managed all customer care activities for the parcel shipping and trade compliance customer base.
  • Offered maintenance and networking support, to a customer base of 1200+ customers.
  • Established a good rapport with the external customer base that still exists today.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Key Accomplishments: Spearheaded development and implementation of customer based marketing.
  • Designed marketing material, based on the market segment, which helped customers grow their customer base and improve internal efficiencies.
  • Executed outbound calls to existing customer baseresulting in 5 % increase in sales and increasing profit margin over a 3 yearperiod.

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144 Customer Base Jobs

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24. Treatment Plans
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average Demand
Here's how Treatment Plans is used in Customer Care Manager jobs:
  • Administered benefits and reviewed treatment plans.
  • Participate in care team meetings with the H2U health center team and collaborate on patient treatment plans and goals.
  • Refer treatment plans/plan of care to peer clinical reviewers as required and identify discharge planning needs.
  • Conducted weekly / bi-weekly head-to-toe assessments & collaborated with physicians to develop treatment plans.
  • Coordinate between service providers to make sure treatment plans & needs are being met.
  • Initiate and maintain effective treatment plans pertinent to client's needs and goals.
  • Ensured physicians orders and treatment plans are being carried out as prescribed.
  • Create & maintain documentation such as treatment plans, assessments, etc.
  • Modify patient treatment plans as indicated by patients' responses and conditions.
  • Work to eliminate fragmentation, duplication or gaps in treatment plans.
  • Assist in the development and implementation of treatment plans.
  • Work with physicians to enforce treatment plans and orders.
  • Developed individual treatment plans for clients.
  • Case management Assessments Treatment plans Crisis and symptom management Care coordination Support and advocacy

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221 Treatment Plans Jobs

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25. Patient Care
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average Demand
Here's how Patient Care is used in Customer Care Manager jobs:
  • Gathered clinical information for authorization requests to determine medical necessity for substance abuse and mental health inpatient care.
  • Developed a system of staff communication that ensured proper implementation of treatment plans and comprehensive patient care.
  • Case Management position utilizing Evidenced Based Practice to manage patient care.
  • Administered a compassionate level of patient care, directly contributing to the patient's ability to manage self and health issues.
  • Identified ways to add value to treatment plans and consulted with facility staff or outpatient care providers on those ideas.
  • Enhanced the patient care experience and clinical efficiency by streamlining process flow and focusing on immediate needs.
  • Obtained needed authorization for patient care and care and equipment once discharged.
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Evaluated patient care needs, prioritized treatment and maintained patient flow.
  • Facilitate appropriate and timely patient care throughout the inpatient setting.
  • Utilized strong assessment skills to determine necessary patient care.
  • Conducted initial and concurrent reviews of patient care.
  • Direct and coordinate activities for patient care programs.
  • Provide in-home personal quality patient care.
  • Consult and coordinate with healthcare team members to assess, plan, implement, or evaluate patient care plans.
  • Answer phones and help with Patient care and feeding along with lots of other things 1/2011-Still employed Visiting Angels
  • Cut the patient care budget by over [ ] with improved surveys related to quality of care.
  • Key Accomplishments: Implement Renal Impatient Care Manager Program at Gwinnett Medical Center.

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10,553 Patient Care Jobs

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26. Customer Service Department
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average Demand
Here's how Customer Service Department is used in Customer Care Manager jobs:
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department and sales organization.
  • Orchestrated turn-around of sub-standard performance, exceeding all key measurement parameters, and consistently outperforming entire EMEA Customer Service department:.
  • Review of expenditures and preparation of salary and operating budgets for customer service department to ensure conformance to budgetary limits.
  • Assessed Technical Support and Customer Service departments, introducing new methods to increase efficiency and customer satisfaction.
  • Participated in contractual discussions that impacted the customer service department and managed staff through conversion activities.
  • Managed and maintained a customer service department which resulted in consistent and sustainable customer satisfaction.
  • Develop customer service department procedures.
  • Steered CPI Nevada customer service department to a 10 point higher NPS (net promoter score) rating than previous score.
  • Turned the Customer Service Department into a profit center by increasing the cross-sell production of the Customer Service agents.
  • Developed policies and procedures within the customer service department, as well as field operations support.
  • Staff customer service department based on the call volume and needs of the business.
  • Managed: 64 person Credit, Collection and Customer Service Department.
  • Attend board meetings as a delegate for the customer service department.
  • Hired and trained all employees in the Customer Service Department.
  • Implemented Code of Conduct for customer service department.
  • Combined two customer service departments into one.
  • Supervised customer service department staff of 9, averaging 17,000 incoming calls per month Assured quality customer care and retention.
  • Assigned work to the team based on requests received through the Customer Service department email box.
  • Served as head of Customer Service department for all Beatport brand platforms/websites.
  • RESULT: Costs reduced by [ ] Merged a data entry and customer service department to form Customer Care department.

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3 Customer Service Department Jobs

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27. Mental Health Services
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average Demand
Here's how Mental Health Services is used in Customer Care Manager jobs:
  • Performed psychosocial assessments and directed patients to appropriate mental health services in a managed behavioral health environment.

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43 Mental Health Services Jobs

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28. External Customers
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Here's how External Customers is used in Customer Care Manager jobs:
  • Partnered with management team to align needs of the external customers with organizational objectives.
  • Take supervisory calls, including internal/external customers and take appropriate action to resolve issues.
  • Aided in promoting business sales by maintaining good customer relations for external customers.
  • Created and managed the customer service organization supporting both internal and external customers.
  • Coordinated departmental efforts with the sales department and external customers.
  • Maintain positive relationships with internal and external customers.
  • Communicate with internal and external customers.
  • Assist internal and external customers with general provisioning inquiries for ATM, Frame Relay, and IP services using Avalon system.
  • Improved sales force and Customer Care Department relations by developing marketing training aids for internal and external customers and sales force.
  • Provided Team leads and advocates with tools to maintain and increase service levels to both internal and external customers.
  • Function as Incident Manager, providing updates to internal and external customers, while managing major incidents towards resolution.
  • Communicated professionally with internal and external customers as part of an integrated team on behalf of the consumer.
  • Provide optimal customer service assistance to internal and external customers as needed to resolve issues and conflicts.
  • Managed Credit Bureau accounts for internal and external customers, accessing and updating consumers' credit reports.
  • Assist and advise staff in resolving problems and issues that arises with internal and external customers.
  • Recruited to provide top-notch service to both internal and external customers.
  • Interact with internal and external customers to ensure premier customer service.
  • Resolve problems and issues for internal and external customers.
  • Train internal and external customers.

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174 External Customers Jobs

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29. Medicaid
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average Demand
Here's how Medicaid is used in Customer Care Manager jobs:
  • Prepare and communicate information to appropriate parties regarding Medicaid and other government program changes, as well as government mandated disclosures.
  • Assist navigating clients through Medicaid and Medicare insurance systems to meet medical needs and provide supportive counseling to clients and caregivers.
  • Provide ongoing care management for an average of 80 members receiving Medicaid waiver services through My Care Ohio.
  • Brokered Services that allowed elderly Medicaid consumers to remain independently in their own homes as long as possible.
  • Started at Colorado Access working with members in a program who had both Medicare and Medicaid benefits.
  • Work with Medicare and Medicaid populations, and related social/economic issues in a case management role.
  • Provide reimbursement including COP, COP-Waiver, Family Care, Medicare, Medicaid and Private Insurance.
  • Plan, direct and manage the Provider Relations area for the Montana Medicaid Fiscal Agent.
  • Assisted members and families with their Medicaid Application Process and the Eligibility Review/Interim Contact Letters.
  • Implemented care and services for adults on Medicaid Long Term Care.
  • Managed state budget for these consumers- ordered Medicaid supplies and equipment.
  • Worked with members who were enrolled in Medicare and Medicaid plans.
  • Insured populations reviewed include Commercial, Medicare, and Medicaid groups.
  • Managed and calculated Medicaid hours and Care Reports for state compliance.
  • Assessed for nursing homes, assisted living, and Medicaid.
  • Manage delivery of high quality cost effective care based on member needs in compliance with NYS Medicaid guidelines.
  • Evaluate Medicare, Medicaid and Private Payor cases and evaluate appropriateness of acute care admissions through the use of Interqual Criteria.

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182 Medicaid Jobs

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30. Data Entry
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low Demand
Here's how Data Entry is used in Customer Care Manager jobs:
  • Perform general administrative tasks in the office such as filing, answering phones, data entry and creating/handling correspondence.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Created and implemented Quality Control programs for data entry and call monitoring in Customer Care.
  • Assist in data entry, file organization, research, training and development.
  • Established a Data Entry Department to improve the billing process.
  • Performed data entry simultaneously while answering phone lines and responding to emails

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525 Data Entry Jobs

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31. Customer Accounts
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low Demand
Here's how Customer Accounts is used in Customer Care Manager jobs:
  • Managed customer accounts and assured customers of timely and accurate product delivery and service.
  • Developed and implemented customer care program to provide centralized resource for 1200 customer accounts.
  • Complete business transactions in connection with achieving new customer accounts on computer programs.
  • Make financial decisions to protect/collect revenues and adjusts customer accounts.
  • Used a computer software application to properly service customer accounts.
  • Reconcile customer accounts when necessary.
  • Acted as single point of contact for a group of assigned customer accounts with a variety of complex product/solution needs.
  • Prepare periodic reports of key customer accounts and other reports as request by the Director of Credit & Collections.
  • Research, monitor, and follow-up on customer accounts to ensure complete and thorough issue resolution for our clients.
  • Managed four of SunGard's Fortune 500 largest customer accounts and maintained the highest customer satisfaction levels.
  • Work daily with plant customer service regarding: orders, customer accounts, addresses and pricing.
  • Activate customer accounts and assist in the daily operational needs of the center.
  • Worked with small customer accounts to resolve billing issues.
  • Managed all day to day aspects of customer accounts including customer service, business development, and vehicle support.
  • Developed and executed outbound sales, survey, Call Center and customer retention programs to retain threated customer accounts.
  • Assisted in developing marketing strategies to increase leads Managed all current customer accounts via telephone.

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12 Customer Accounts Jobs

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32. Disciplinary Actions
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low Demand
Here's how Disciplinary Actions is used in Customer Care Manager jobs:
  • Handled disciplinary actions jointed with Human Resources.
  • Administer disciplinary actions, including Terminations.
  • Serve as the main point of contact for all HR-related issues, such as recruiting, performance evaluations and disciplinary actions.
  • Provide recommendations for hires, salary treatment, promotions, transfers, disciplinary actions and terminations.
  • Run and Review daily reports and data with each employee weekly and administer disciplinary actions monthly.
  • Meet with employees regarding disciplinary actions and attendance.
  • Maintain class control of up to 25 agents Address attendance/performance concerns including disciplinary actions/termination.

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4 Disciplinary Actions Jobs

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33. Company Policies
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low Demand
Here's how Company Policies is used in Customer Care Manager jobs:
  • Administered company policies that directly affect subordinate employees, including conduct, performance and attendance management, disciplinary practices.
  • Monitored service calls to observe employee demeanor, technical accuracy and conformity to company policies.
  • Ensured strict adherence to company policies and procedural guidelines.
  • Administer company policies and procedures.
  • Establish Departmental Standards to ensure excellent Customer Service and monitor company policies and practices in field offices to ensure uniform compliance.
  • Support and communication of company policies and procedures, including interpretation and adherence to a staff of 30+ employees.
  • Ensured that employees were obeying company policies and procedures, as well as external regulations when servicing clients.
  • Ensured the timely resolution of customer complaints, scheduling, and billing problems in accordance with company policies.
  • Assisted with guest billing issues and made sure all managers at IHG properties complied with company policies.
  • Trained or instruct employees in job duties or company policies or arrange for training to be provided.
  • Ensured adherence to company policies as related to personnel as well as to the clientele.
  • Inform staff of job responsibilities, performance expectations, client service standards and company policies.
  • Train assigned staff, and other stakeholders company policies and job duties.
  • Complied with federal, state and company policies, procedures and regulations.
  • Monitor call quality to ensure associates adhere to company policies and procedures.
  • Exemplify and ensure associates comply with all Company policies and procedures.
  • Interpret and communicate work procedures and company policies to staff.
  • Ensured that all company policies and procedures were uphold to the highest standards.
  • Adhered to all company policies and regulatory standards Top performer.
  • Coached and trained individuals on company policies and procedures.

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116 Company Policies Jobs

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34. Special Projects
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low Demand
Here's how Special Projects is used in Customer Care Manager jobs:
  • Demonstrated adaptability and flexibility when working on special projects that supported business needs.
  • Lead special projects as assigned and audited representative-issued adjustments for accuracy.
  • Improved department efficiency by creating and supporting special projects.
  • Perform special projects as requested by administration.
  • Assist team with special projects such as filing, customer follow up, warranty status updates, and manager's support.
  • Completed various special projects, which may require reviewing and analyzing information, identifying problems, recommending solutions and writing reports.
  • Deliver coaching and feedback to associates and monitor efficiency and compliance with policies; prepared specialized reports; complete special projects.
  • Handled escalated calls to resolve complaints Developed guidelines for special projects and worked with different billing teams Assisted with production and sales
  • Worked special projects that required high level of experience and knowledge, including specialty in CGM sales.
  • Worked closely with other departments on special projects, resulting in a cohesive, synergistic approach.
  • Participated in case management committees and worked on special projects related to case management as needed.
  • Assist Operations Manager with special projects including budgets, trends and future opportunities.
  • Negotiated a 74% reduction in cost for special projects.
  • Lead special projects for implementations within the Team.
  • Assist in special projects as needed.
  • Lead special projects as assigned.
  • Work interdepartmentally on special projects.
  • Provide support to special projects coordinator, sales, traffic, production, credit/collections departments as required.
  • Served on Special Projects: Developed proactive interdisciplinary case management model that promoted patient involvement in their own healthcare.
  • Selected for special projects such as Intelliview (Siebel) Release 2.0, and Z-State empowerments.

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87 Special Projects Jobs

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35. Quality Standards
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low Demand
Here's how Quality Standards is used in Customer Care Manager jobs:
  • Monitor staff productivity in accordance with established policy to ensure service and quality standards are met.
  • Monitor ongoing quality standards for employees/team and promote culture of continuous improvement.
  • Ensured productivity met service and quality standards.
  • Perform quality control inspections on all homes at various stages of construction to ensure high quality standards are met.
  • Ensured that all processes and procedures were completed, quality standards were met, and projects were profitable.
  • Update Quality standards and create measurable performance metrics to ensure the best quality customer service.
  • Tracked and maintained training records, ensuring compliance and quality standards.
  • Performed ongoing evaluations to ensure the strictest of quality standards.
  • Ascertained quality standards and client expectations are met.
  • Selected accomplishments: Monitored calls for adherence to quality standards and other job requirements.
  • Train staff to achieve highest quality standards to meet client expectations.

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684 Quality Standards Jobs

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36. Ensure Compliance
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low Demand
Here's how Ensure Compliance is used in Customer Care Manager jobs:
  • Analyzed files to ensure compliance with governmental regulations.
  • Work collaboratively with each agency's multidisciplinary team to ensure compliance with all CCS program requirements, goals and protocols.
  • Work regularly with the Operations and Verification Call Center management teams to ensure compliance with all client contracts.
  • Manage daily Reservation Sales operations and ensure compliance with all policies, standards and procedures.
  • Monitored local country trade practices and customs regulations to ensure compliance.

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128 Ensure Compliance Jobs

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37. New Accounts
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low Demand
Here's how New Accounts is used in Customer Care Manager jobs:
  • Entered new customer information and services for new City and HOA contracts up to 5000 new accounts accurately.
  • Answer customer calls, update customer accounts, process payments, and start new accounts.
  • Write customer Statement of Work and internal quality processes and procedures for new accounts.
  • Open new accounts as requested.
  • Assisted in the development of new applications for concentrating blood components and deployed development in over 20 new accounts.
  • Utilized salesforce.com to record day to day business activities & prospect for new accounts.
  • Call Center Credit Card) Received incoming calls, reviewed customer accounts for credit line increases, reinstatements and new accounts.

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7 New Accounts Jobs

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38. QA
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low Demand
Here's how QA is used in Customer Care Manager jobs:
  • Performed QA testing of vulnerability assessment scripts using manual verification to detect and repair security problems.
  • Negotiated quality assurance directives and evaluations with the QA department to ensure accuracy and consistency.
  • Provide strategic direction to technical support analysts and offshore software development/QA.
  • Tested and Troubleshot with QA and Engineering during development through release of all product areas including software, firmware and hardware.
  • Provide cross-functional management to Information Technology (IT) departments, Quality Assurance (QA) and Help Desk.
  • Performed all enrollment and assessment activities in alignment with NCQA standards, HEDIS measures, and CMS guidelines.
  • Assure proper repairs and enhancements in conjunction with the QA department and supervise three Java Programmers.
  • Review assessments with QA nurse to ensure the correct conclusion for eligibility of services is reached.
  • Exceeded company expectations by ensuring my team achieved high stats in resolution rates and QA tests.
  • Implemented the QA Team, which did not exist before I was employed at Oakley.
  • Coordinated with Regulatory, QA and Sales to produce and deliver training as required.
  • Reviewed team QA and reported on staff and departmental progress to the department manager.
  • Develop and implement QA standards and generate forms for checking installations.
  • Achieved 100% Correction of System Errors through meticulous QA testing.
  • Monitored and ensured compliance with NCQA standards of care.
  • Participated in product full life cycle including project design and management, QA for new software releases, and custom work.
  • Created customer experience surveys and QA matrix that help create lasting customer relationships.

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84 QA Jobs

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39. Staff Members
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low Demand
Here's how Staff Members is used in Customer Care Manager jobs:
  • Developed and maintained quality improvement programs for staff members.
  • Protect store patrons, their families and internal staff members through the effective execution of Infection Control and public safety procedures.
  • Trained and supported staff members as well as volunteers, and developed several new volunteer positions.
  • Set, recorded and rewarded weekly and monthly sales goals for customer care staff members.
  • Assist real estate agents, clients, and other staff members on a daily basis.
  • Managed team of 50 staff members to provide technical & billing support.
  • Coordinate and assist with the training of new staff members.
  • Recruited & hired new staff members for peak seasonal times.
  • Create a weekly rotating schedule for staff members.
  • Address disciplinary issues with staff members.
  • Implemented changes to customer service program, resulting in 60% higher customer satisfaction ratings.Provided cross training to 12 staff members.
  • Worked closely with staff members of Uniqema merging companies into SAP, assuming sales entries, deliveries and account management.
  • Collaborated with other managers or staff members to formulate and implement policies, procedures, goals, or objectives.
  • Managed 80 staff members.Conceived and facilitated training for Respiratory Therapists on intubation and placement of indwelling arterial lines.

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119 Staff Members Jobs

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40. Customer Escalations
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low Demand
Here's how Customer Escalations is used in Customer Care Manager jobs:
  • Enhanced customer relations, increased customer satisfaction, improved sales team results, decreased customer escalations, and increased account collections.
  • Promoted from managing operations for largest GM dealership in Kuwait to manage customer escalations and ensure optimal satisfaction rates.
  • Performed administrative functions associated with team management including performance evaluations, training, discipline, and customer escalations.
  • Resolved complex customer escalations and improved customer satisfaction survey results by 15%.
  • Evaluated complex problems including customer escalations to device timely and effective resolutions.
  • Guide internal team towards making effective decisions during customer escalations.
  • Respond to all PeopleMedia.com corporate customer escalations.
  • Handled Customer Escalations and Executive Complaints.
  • Work closely with Software Development on customer escalations, especially in regard to recently deployed projects in UAT and beta.
  • Handle customer escalations and give employee feedback on best practices for successful resolution.
  • Managed a group of 14 agents, including support with customer escalations.
  • Responded to customer escalations, corporate escalations, BBB and reseller rating concerns.
  • Answer phone lines Answer customer escalations from Best Buy Retail stores Assist customers with damaged units

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41. High Volume
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low Demand
Here's how High Volume is used in Customer Care Manager jobs:
  • Provided consistent leadership, coaching and development for up to 30 Customer Service agents in a very high volume call center.
  • Utilize effective time management and prioritization skills in order to handle a high volume of calls in a fast-paced environment.
  • Oversee day-to-day operations of a high volume Call Center by providing hands on supervision to ensure proper call routing.
  • Cultivate a productive environment by engaging and motivating associates to provide stellar service to a high volume of customers.
  • Managed a team of servicing associates who work in a high volume, deadline or production driven environment.
  • Processed high volume batches of orders, reviewed for accuracy and released orders to the warehouse team.
  • Managed and coordinated staffing of a high volume call center (1200 calls a day).
  • Led team of 30 Customer Service Representatives in a high volume sales and service environment.
  • Reported into the Director of Operations responsible for management of a high volume call center.
  • Managed Evening and Overnight Care Floor Operations in a high volume ACD environment.
  • Monitor high volume queue ACD/VRU calls and statistics to support performance and quality.
  • Managed and supervised customer care agents in a high volume call center.
  • Manage overall operation of a high volume call center.
  • Maintained close partnering relationships with high volume clients.

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46 High Volume Jobs

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42. Humana
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low Demand
Here's how Humana is used in Customer Care Manager jobs:
  • Work in collaboration with other members of Humana Cares interdisciplinary team.
  • Comply with performance and reporting standards as defined by Humana Corporation.
  • Provide referrals to Humana Pharmacy, Senior Bridge, Social services, Community Health Educators, and community based resources.
  • Conduct assessments with Humana Members to explore Members medical, financial and non financial needs.
  • Manage a roster of 700 Humana members through telephonic care management styles.
  • Served our members as a Humana Care Manager.
  • Care Manager for Humana Insurance company.
  • Complete weekly home visits Provide direct care to Humana members and their families according to the established plan of care.
  • Provided complex care management to Humana's most vulnerable members, the frailelderly, the chronically ill and functionally challenged.

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2 Humana Jobs

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43. Sales Goals
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low Demand
Here's how Sales Goals is used in Customer Care Manager jobs:
  • Assisted marketing with development of sales incentives and ensured staff accountability and weekly sales goals were met while maintaining customer retention.
  • Led transition from a department focused primarily on sales to a team focused more on customer service while exceeding sales goals.
  • Directed large store team to create a sales environment that consistently met and exceeded expected sales goals and reduced operating costs.
  • Retail Sales Manager Directly managed, coordinated schedules and established sales goals for 50 salespeople, in five retail locations.
  • Work closely with the Sales Directors and District Managers to achieve overall sales goals through improved customer service.
  • Entered time sheets, and managed schedule adherence, sales goals, and quality assurance.
  • Traveled to events in metro US cities to support company sales goals.
  • Achieved weekly sales goals and addressed customer service issues.
  • Motivated team to achieve sales goals.
  • Established performance and sales goals.
  • Analyzed salesrenewals and client retention data; prepared monthly performance reports; consistently met sales goals.

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9 Sales Goals Jobs

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44. Customer Interactions
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low Demand
Here's how Customer Interactions is used in Customer Care Manager jobs:
  • Achieved customer service objectives, prepared action plans to improved customer interactions, implemented production and quality standards.
  • Supported representatives by guiding them through difficult situations that arose during customer interactions.
  • Display courtesy and strong interpersonal skills with all customer interactions.
  • Ensured quality customer interactions and created a sales oriented culture.
  • Monitor customer interactions for performance improvement strategies.
  • Maintained friendly and professional customer interactions.
  • Utilized the proprietary operating system to record customer interactions, develop quotes, invoices, warranty orders and other related paperwork.
  • Serve as the first stop on the escalation path for customer interactions that cannot be resolved by a front-line agent.
  • Mentor and coach team leaders & consultants to handle high profile and escalated customer interactions.
  • Record actions taken with respect to delinquent accounts and maintain records of all customer interactions.
  • Keep records of customer interactions, process customer accounts and file documents.
  • Trained staff on how to improve customer interactions during monthly meetings.

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10 Customer Interactions Jobs

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45. Customer Calls
demand arrow
low Demand
Here's how Customer Calls is used in Customer Care Manager jobs:
  • Provided Customer Service Representatives with daily assistance with customer problem resolution and in managing escalated customer calls.
  • Observe customer calls and evaluate behaviors in accordance with National Quality guidelines.
  • Reviewed and approved adjustments to customer accounts and negotiated escalated customer calls.
  • Designed and incorporated menu routing system simplifying customer calls.
  • Monitor and evaluate quality of Representatives customer calls.
  • Team responsible for customer calls, processing of orders, freight quotes, new account set up, credits/invoices and returns.
  • Developed and implemented an all hands on deck support plan to answer customer calls.
  • Maintained high scores for customer calls with an average score of 93%.
  • Fielded and resolved escalated customer calls, if necessary.
  • Lead all weekly customer calls.
  • Manage daily responsibilities in addition to customer calls OMS queries, reschedules, open orders, and escalations.
  • Reduced abandoned call rate by 70% implementing a managers queue to distribute escalated customer calls.
  • Managed an escalation queue, with a team of 30 Advisors that handled escalated customer calls.
  • Multitasked customer calls and documents with rapid and precise handling.

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216 Customer Calls Jobs

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46. Customer Orders
demand arrow
low Demand
Here's how Customer Orders is used in Customer Care Manager jobs:
  • Worked directly with the factory to place orders to stock inventory and for customized customer orders.
  • Provide adjustments and credits on customer orders that have been damage or lost during transit.
  • Analyze customer orders gather information to make sure everything is correct.
  • Performed data entry of customer orders.
  • Maintained customer orders in SAP.

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12 Customer Orders Jobs

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47. Customer Care Associates
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low Demand
Here's how Customer Care Associates is used in Customer Care Manager jobs:
  • Recruited, trained and supervised customer care associates handling beneficiary and provider telephone and written inquiries.
  • Provided supervision of Customer Care Associates.
  • Managed team performance of 15+ Customer Care Associates - conducted annual reviews, created employee development plans and action plans.
  • Managed a team of 35 Customer Care Associates to support retail and corporate customers and sales acquisition.
  • Provided operational changes and updates to the management staff to provide to the customer care associates.
  • Trained customer care associates in a conclusive investigative process to ensure 100% customer satisfaction.
  • Trained Customer Care Associates to communicate with consistent and appropriate brand messaging.
  • Coached, developed and evaluated 33 Customer Care associates and 2 supervisors.
  • Managed a staff of 8 to 10 Customer Care Associates.
  • Support Customer Care Associates and Team Leaders in daily functions.
  • Trained all Customer Care associates across the upstate NY Region.
  • Work closely with Human Resources in development of performance, onboarding and training plans for Customer Care associates.

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48. Customer Loyalty
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low Demand
Here's how Customer Loyalty is used in Customer Care Manager jobs:
  • Initiated cross-departmental lead team sessions to discuss procedural opportunities such as inventory management and customer loyalty.
  • Proposed implementation of relationship management strategies and customer loyalty programs.
  • Created and implemented an effective customer loyalty program.
  • Initiated new product line extensions, customer loyalty programs and pricing strategies that generated more than $500,000 in revenue.
  • Ensured all inquiries, requests, were handled in a professional and efficient manner which enhanced customer loyalty.
  • Ensured swift resolution of customer issues to preserved customer loyalty while complying with company standards and policies.
  • Fostered customer loyalty by championing clear communication of GM vision to create customers for life.
  • Coach, train, and develop the office team to provide excellent customer loyalty service.
  • Created, managed, promoted, and marketed customer loyalty program.
  • Educate /consult with Realtors and Mortgage Professionals regarding online advertising and marketing strategies while generating revenue and building customer loyalty.

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8 Customer Loyalty Jobs

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49. Customer Communications
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low Demand
Here's how Customer Communications is used in Customer Care Manager jobs:
  • Manage all customer communications pertaining to new projects, creating service delivery and service management performance review presentations.
  • Supplied customers with written responses and information and followed up on customer communications.
  • Managed all customer communications and escalations pertaining to new install orders.
  • Trained new and existing sales reps on customer communications and billing processes.
  • Collaborate with director to implement new ways to improve customer communications and relations with Rysar Properties.
  • Lead contact for customer communications and updating them throughout the order lifecycle with each milestone.

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50. KPI
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low Demand
Here's how KPI is used in Customer Care Manager jobs:
  • Developed and deployed successful KPI measurements for associate coaching and training opportunities
  • Provide leadership and direction as well as coaching multiple levels of staff to ensure KPI and SLA goals were met.
  • Analyzed Key Performance Indicator's (KPI) and initiated required corrective actions.
  • Developed a set of KPI's for team to increase customer experience.
  • Improved international shipment tracking KPI from 90% to 95%.
  • Define processes, create and adhere to and improve KPI's.
  • Produced Weekly and Monthly KPI's on all Customer Service Metrics.
  • Created a weekly scorecard to monitor KPI for customer service.
  • Analyzed and reported all KPI's to Director of Quality.
  • Define strategy and design of KPI metrics.
  • Established call center KPI targets.
  • Grade of Service skyrocketed from 65% to 95% (with an 85% KPI).
  • Established and implemented KPIs to measure operational performance.
  • Focus on Supervisor development, skip level agent development, customer satisfaction, KPI and financial tracking and goals.
  • Created and provided ad hoc reporting for department KPI s along with cascade performance metrics leadership team and staff.
  • Managed 1- 5 employees, maintain and tracking data, Reporting weekly, monthly and quarterly KPIs.
  • Ensured operational excellence by authoring and implementing KPI, SLAs, and service targets.
  • Monitored daily team performance against KPIs, conducted training and handled employee relations.
  • Used goal setting and KPI analytics to accelerate root causes and corrective actions.
  • Managed multiple teams to meet KPIs monthly.

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3 KPI Jobs

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Customer Care Manager Jobs

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20 Most Common Skills For A Customer Care Manager

Customer Service

33.7%

Customer Care Department

20.5%

Technical Support

5.0%

Service Level Agreements

4.8%

Process Improvement

3.7%

Performance Reviews

2.9%

Training Programs

2.7%

Phone Calls

2.7%

Community Resources

2.5%

Direct Reports

2.4%

Customer Complaints

2.4%

Key Performance Indicators

2.2%

Project Management

2.2%

CRM

2.0%

Customer Retention

1.9%

Daily Operations

1.8%

Performance Management

1.8%

Medical Necessity

1.7%

Action Plans

1.7%

HR

1.6%
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Typical Skill-Sets Required For A Customer Care Manager

Rank Skill
1 Customer Service 25.9%
2 Customer Care Department 15.8%
3 Technical Support 3.9%
4 Service Level Agreements 3.7%
5 Process Improvement 2.8%
6 Performance Reviews 2.2%
7 Training Programs 2.1%
8 Phone Calls 2.1%
9 Community Resources 2.0%
10 Direct Reports 1.9%
11 Customer Complaints 1.8%
12 Key Performance Indicators 1.7%
13 Project Management 1.7%
14 CRM 1.5%
15 Customer Retention 1.5%
16 Daily Operations 1.4%
17 Performance Management 1.3%
18 Medical Necessity 1.3%
19 Action Plans 1.3%
20 HR 1.2%
21 Internal Departments 1.2%
22 Order Entry 1.1%
23 Customer Base 1.0%
24 Treatment Plans 1.0%
25 Patient Care 1.0%
26 Customer Service Department 1.0%
27 Mental Health Services 0.9%
28 External Customers 0.9%
29 Medicaid 0.9%
30 Data Entry 0.9%
31 Customer Accounts 0.9%
32 Disciplinary Actions 0.8%
33 Company Policies 0.8%
34 Special Projects 0.8%
35 Quality Standards 0.8%
36 Ensure Compliance 0.8%
37 New Accounts 0.7%
38 QA 0.7%
39 Staff Members 0.7%
40 Customer Escalations 0.7%
41 High Volume 0.6%
42 Humana 0.6%
43 Sales Goals 0.6%
44 Customer Interactions 0.5%
45 Customer Calls 0.5%
46 Customer Orders 0.5%
47 Customer Care Associates 0.5%
48 Customer Loyalty 0.5%
49 Customer Communications 0.5%
50 KPI 0.5%
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21,487 Customer Care Manager Jobs

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