Customer Care Team Lead - The Solutions Group LLC : Job Details

Service Delivery Manager – Oak Park, MI – Hybrid

Imagine working in a place where your manager truly believes in your personal and professional development. It's not imaginary. It's imageOne. We have an award-winning company culture like none you've ever experienced. We offer fantastic opportunities for professional development, financial stability, and personal fulfillment.

Not sure what skills you will need for this opportunity Simply read the full description below to get a complete picture of candidate requirements.

We invest in your success. Each year you will complete a Vision and Goals Worksheet outlining your personal, professional, and health goals. Our Leadership Team is required and excited to help you reach your ambitions.

We strive for life balance, not work-life balance. We genuinely want you to be happy. We love to surprise you. Every single one of our team members gets a “We Care Friday” – an unexpected phone call on Thursday to tell you, “Don't come in tomorrow. We've got you covered!”

No secrets here! We practice open book management, so you will always understand our financials. You'll learn how to read an income statement and balance sheet like a pro and you'll be financially rewarded through our profit bonus program.

We hire awesome people who strive to deliver extraordinary service. We're looking for an experienced Service Delivery Manager to join our growing team. We'd love to talk to you!

As the Customer Care Team Lead, you are responsible for the customer experience through leadership of our team. In this role, you will be developing and maintaining the processes to ensure quality, efficient, and extraordinary service is provided to our customers. The ideal candidate will have experience as a servant leader in a managed services environment, eager to drive team success with enthusiasm!

Responsibilities

• Team Leadership: coaching, feedback, communication, mentor
• Conduct regular 1-1s with customer care team members
• Facilitate, coordinate, lead, and execute team strategy
• Create and maintain metrics to enhance performance
• Escalated customer concerns
• Develop and drive process improvements
• Inbound phone calls and national service dispatch
• Order processing
• Identify and reduce waste within the department
• Consistency and integrity of data within ERP

Requirements

• Experience and success with resolving customer escalations
• Minimum 3 years servant leadership
• Minimum 5 years customer care experience
• Bachelor's degree (preferred qualification)
• High attention to detail and follow through
• Excellent communication skills – both written and verbal
• Professional attitude with a desire to learn and grow
• Proficient with Microsoft O365 suite
• Alignment with imageOne core values
• Enjoy what you do!

Core Competencies

• Customer-Focused
• Energy
• Leader & Coach
• Continuous Improvement
• Drive to Achieve

Perks

• Amazing workplace culture
• Competitive salary
• Hybrid work schedule
• Medical, prescription drug, dental, and vision benefits
• Health savings account benefits
• Flexible spending account benefits
• Company paid life insurance
• 401k matching program
• Paid time off program
• Additional days off: Community Service Day, Your Birthday, We Care Friday (Surprise Friday off)

#J-18808-Ljbffr