Current Open Jobs & Employment Oppportunities | Insperity

Customer Care Manager

Job Title
Customer Care Manager
Job ID
27320315
Location
San Antonio,  TX 78216
Other Location
Description
Imagine joining a group of individuals - each with their own unique skills and passions, but united by a common purpose.
Imagine yourself at Girl Scouts!
 
Girl Scouts of Southwest Texas (GSSWT) is powered by more than 5,500 adult volunteers, and serves 14,500 girls in its 21-county area, including Atascosa, Bandera, Bexar, Comal, Dimmit, Edwards, Frio, Gonzales, Guadalupe, Karnes, Kendall, Kerr, Kimble, Kinney, Maverick, Medina, Real, Uvalde, Val Verde, Wilson and Zavala.
 
Girl Scouts of the USA (GSUSA) is the world’s preeminent organization for girls, with a membership of 2.8 million girls and adults. Today, as when founded in 1912, Girl Scouting helps girls in grades K–12 practice leadership with grit like a go-getter, problem solve like an innovator, embrace new like a risk-taker and show empathy like a leader. In Girl Scouting, and its special girl-only environment, girls discover the fun, friendship and power of girls together.
We are currently looking for energetic individuals who are ready help shape tomorrow’s leaders.
 
Customer Care Manager
 
Job Summary:
The Customer Care Manager is responsible for establishing case management and customer tracking processes; addressing complaints, inquiries and problems and resolving multifaceted practical problems as they arise.  The manager monitors and reports customer service activities and works in partnership with other operational and organizational functions to support organizational mission, goals and strategic priorities.
 
Essential Duties and Responsibilities:
 
  • Implements organizational customer service strategies and develops reference materials, standard operating procedures and call monitoring processes.
  • Addresses complaints, inquiries and problems; resolves multifaceted practical problems as they arise, and provides timely feedback to staff or volunteers.
  • Manages the team of Customer Care Specialists to ensure that all customer service concerns are addressed in a timely, respectful, consistent manner that incorporates consistent messaging to the community and staff.
  • Establishes a strong culture of exceeding customer expectations and ensuring customer satisfaction. 
  • Supports functions of a multi-channel contact center using customer relationship management systems, processes and technologies.
  • Establishes and implements standards for contact tracking and case management, including solution building, for all council staff.
  • Monitors and reports on customer service activity.
  • Establishes tracking and analysis systems to identify root causes of customer inquiry peaks and works collaboratively with other leadership team members to recommend continuous process improvements that will enhance the customer experience.
  • Oversees periodic reconciliation of financial transactions. Enforces appropriate accounting and business protocols for money handling and collection of sensitive customer information.
  • Manages and coordinates department budget and corresponding resource allocations.
  • Performs additional duties as assigned in support of the council’s mission and goals.
 
Licensure/Membership Requirements:
  • The employee is required to maintain membership with Girl Scouts of the United States of America throughout the duration of their employment with GSSWT.
 
Qualifications:
  • Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
  • Managerial/Supervisory experience required
  • High level of customer service experience required
  • High level of attention to detail required
  • Project management skills required
 
Computer Skills:
  • Must be proficient with computer and Microsoft Office (i.e., Excel, Outlook, and Word).
  • Must be able to navigate between multiple computer programs.
  • Salesforce.com and google docs skills highly preferred.
 
Compensation:
  • Starting at $20.00/hour
 
Benefits:
In exchange for your hard work and dedication, GSSWT offers:
  • Competitive pay.
  • Continuous training.
  • Medical coverage including health, dental, vision, life and disability insurance.
  • High energy, professional work environment.
 
GSSWT works to maintain the best possible environment for its employees, where people can learn and grow with the company. It strives to provide a collaborative, creative environment where each person feels encouraged to contribute to processes, decisions, planning and culture.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.