Kelaca is looking for a Manager of Customer Care for our client partner in Fort Worth, Texas. Are you a rockstar who is fun and persuasive, yet also a direct and analytical person comfortable taking the lead? Do you consider yourself adept at creating and nurturing relationships with a team where there is the existence of robust processes to drive strong outcomes? Would people describe you as driven and highly reliable? Are you known for your ability to execute within your area of expertise?

Key Responsibilities:

• Leadership: Direct and manage a team of customer service representatives to meet or exceed customer service standards.
• Employee Retention: Develop and implement strategies to enhance employee retention, fostering a positive work environment and reducing turnover through effective engagement, recognition, and support initiatives.
• Service Strategy: Develop and implement strategies to enhance customer service practices, policies, and procedures.
• Performance Management: Monitor team performance, provide coaching, conduct evaluations, and drive performance improvements.
• Customer Satisfaction: Ensure customer inquiries, complaints, and feedback are handled promptly and effectively. Analyze customer service metrics to identify areas for improvement.
• Training: Oversee training programs to equip team members with necessary skills for excellent customer interaction.
• Compliance: Ensure all customer service activities comply with company policies, industry regulations, and utility standards.
• Project Management: Lead initiatives for customer service enhancement, including system upgrades or new service introductions.
• Reporting: Prepare regular reports on customer service metrics, team performance, and strategic insights for senior management.
• Budget Management: Manage the department budget, including forecasting needs and optimizing resource use.

Skills and Experience:

• Minimum of 5 years of experience managing a team of customer service or account resolution representatives, with an emphasis on leading hybrid and remote workforce teams. -
• Servant-Hearted Approach: A genuine desire to help others and make a positive impact.
• Attention to Detail: Strong organizational skills with meticulous attention to detail.
• Excellent Communication: Clear and effective verbal and written communication abilities.
• Education: High school diploma or equivalent required; associate or bachelor’s degree preferred.

Job Type: Full-time

Hours of Work: Monday-Friday; 8am-5pm

FLSA Exemption Status: Exempt

Apply to Kelaca today so we can schedule a conversation with you to further discuss this exciting opportunity.

Kelaca is an Equal Opportunity Employer and does not discriminate in employment based on: age, disability, national origin, race, color, religion, protected veteran status, genetic information, gender, sex, gender identity, sexual orientation, pregnancy, or other non-merit factor.