Customer Care Manager Jobs

Overview

AssetWorks is an industry-leading provider of technology and consulting solutions for asset and infrastructure-intensive organizations in government, education, utilities, telecommunications, public transportation and the commercial sector. Our market leading suite of Enterprise Asset Management (EAM) software solutions and professional consulting services enable organizations to improve asset management and maintenance practices, streamline operations, and improve accountability for mission-critical assets.

The Customer Care Manager is responsible for overseeing the customer care department and ensuring AssetWorks delivers the highest level of customer service possible for our software applications. This position supervises, trains, coaches, and mentors a team of functional and technical software support employees.

Job Duties

• Monitor customer issues to ensure accurate and timely response
• Solicit feedback from customers on performance of customer care department
• Understand technical architecture and third-party dependencies of AssetWorks applications and be able to discuss with customers and coach staff
• Proficient and experience communicating with customers verbally and in writing
• Manage content updates to customer care web portal and mass email communication
• Work with management on customer care initiatives
• Experience working with a call center tracking system along with data analysis and reporting statistics
• Identify areas of improvement for the department
• Accomplishes customer care human resource objectives by hiring, on-boarding, coaching, etc. new employees
• Handle customer inquiries and be knowledgeable in AssetWorks products
• Serve as an escalation point for customer issues that are not resolved by the customer care team
• Additional duties as requested by management

Qualifications

• Experience managing a customer support department
• Proven decision making skills
• 3-5 years relevant work experience in customer service or support
• Technical Support experience of web-based applications using .NET, C#, and IIS
• Experience with help desk software, process improvement, staffing, planning, and standard development
• Strong analytic abilities
• Bachelor’s degree required focus on Information Technology, Computer Science, or similar
• Experience interacting with customer teams at various levels of technical and non-technical depth
• Excellent communication and presentation skills (written and verbal)
• Experience managing and maintaining policy and procedure
• Experience collaborating with cross-department staff to resolve customer requests
• Technical Support experience with Relational Database Management System (Oracle or Microsoft SQL Server preferred)