Career Evolutions is looking for a Manager – Issues Management for a leading and fast paced IT company in Houston, TX. It’s a full-time position with annual salary up to $80,000 + benefits.
Job Title: Manager – Issues Management
Job Description: You will be responsible for day-to-day management of the staff in support of residential and small business complaint resolution process. You will also have responsibility to lead the team responsible for managing and facilitating all action associated with customer issue/complaint resolution. In addition, you will be responsible for identifying and recommending solutions that address the root cause of the issues being resolved.
You will manage performance of the team responsible for analysis and reporting of customer claims, assist in the development and establishment of creative solutions to complex customer issues, and develop business processes/procedures and quality standards to impact product delivery service levels. Domestic and international travel may be required.
5-8 years of related experience.
Previous experience working in a call center environment.
Significant and current knowledge of the gas and electricity industry and competitive retail markets.
Customer service/customer operations experience.
Ability to direct large work group of experienced specialists responsible for actions necessary to resolve customer issues/complaints along with system & process issues.