Customer Care Manager

Company Overview:

Allbridge provides property technology solutions that mitigate risk, increase property value and improve lives through end-user and management experiences for hospitality, multifamily and mixed-use properties. For owners, developers, general contractors and operators, Allbridge combines engineering and support expertise with a vision of end-user digital convenience. Allbridge maximizes long-term project value while owning whole project accountability, from design and planning through the life of the building.

We are rapidly growing and seeking top talent to join our team. If you want to work in a thriving industry and contribute to best of breed solutions, Allbridge may be the company for you. Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities and competitive compensation and benefits packages.

Job Summary:

The Customer Care Manager is responsible for managing the Allbridge Customer Care Team. The position will act as an escalation point for the customer care team and will be tasked with staffing and training of the customer care team members. This role reports to the Vice President of Support.

Essential Job Functions and Responsibilities:

• Monitor call volume patterns and schedule team members accordingly to maximize service levels
• Report upon team productivity and research and implement plans to enhance productivity
• Manage case workflows, ensuring high priority items are properly escalated and addressed
• Conduct root cause analyses when needed to identify areas of improvement or necessary process changes to enhance customer experience
• Monitor and report upon dashboard metrics to compare against team and individual goals
• Serve as an escalation point for the customer care team
• Identify staffing needs, hire, and train new team members
• Analyze data to identify areas of opportunity or improvement
• Consistently integrates Allbridge's core values into their everyday habits by treating all customers, internal and external, professionally, honestly and respectfully
• Accepts ownership and responsibility of position responsibilities and strives to deliver results for customers that establish high standards, credibility and quality performance
• Other miscellaneous duties as assigned by management

Required Qualifications:

• 3+ years of relevant management experience
• Extensive knowledge of customer service procedures and principles
• Experience with Microsoft based programs such as Excel, Word, and Outlook
• Experience with account management through database software required. Prior Salesforce experience is a plus
• Excellent management and supervisory skills
• Excellent verbal and written communication skills
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Ability to coach and mentor customer service representatives
• Able to work a flexible schedule to include weekends and holidays
• Ability to multitask is important as is customer focus and attention to detail

Perks & Benefits:

• Competitive rate, Unlimited PTO Policy, Medical, Dental & Vision Insurance, Disability Insurance, 401K with company match, Employee assistance program and much more!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Essential functions are those functions that the employee who holds the position or the candidate that desires the position must be able to perform unaided or with the assistance of a reasonable accommodation. When possible, reasonable accommodations may be made for persons who are disabled under the law. Reasonable accommodations are those accommodations which, as defined under applicable law, enable disabled individuals to perform the essential functions of their job title and to meet the employer's expectations for the job title.

While performing the duties of this job, the employee is regularly required to sit, stand and walk; use hands/fingers to handle or feel and reach with hands and arms. The employee is occasionally required to climb, balance; stoop, kneel, crouch, crawl, talk and hear.

The employee may occasionally lift and/or move up to 30 pounds.

Equal Opportunity Statement:

Allbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.