Customer Care Manager - Raleigh (Hybrid) (Raleigh)

Company Overview

Allbridge is the leading supplier of world class connected technology solutions, services, and support for high-density properties.

With more than 35 years of continuous growth and industry experience, Allbridge supports technology in over one million rooms, in 8,000 properties, across North America and the Caribbean, including hotels, resorts, senior-living communities, condominiums, multifamily developments, and mixed-use properties.

Job Summary

With limited oversight, manage the company customer care team, and administer customer communication as needed, setting expectations to deliver professional, timely, and courteous customer support services promoting a productive and positive experience with customers to ensure high quality support. Take the lead in administering customer case queues to achieve a timely resolution. Perform duties and supervise other customer care representatives to ensure customer accounts are updated based on customer support cases.

Successful employees have a associates diploma and a minimum of five years of experience and a strong working knowledge of the customer care team function, with the ability to collaborate internally to effectively resolve customer cases in a timely manner.

This is an exempt role and is a member of the Support, Customer Care Department reporting to the Director, Customer Experience with a preferred location of Raleigh, NC.

Allbridge is currently operating under a hybrid work model, allowing colleagues the opportunity to connect with others in person and the flexibility to work remotely. For some business groups and positions, job function requirements may require more time at the primary work location, while greater flexibility may be in place for others.

Essential Job Functions and Responsibilities

• With limited oversight, manage the company customer care team, and administer customer communication as needed, setting expectations to deliver professional, timely, and courteous customer support services promoting a productive and positive experience with customers to ensure high quality support. Take the lead in administering customer case queues to achieve a timely resolution.
• Lead a team and / or work independently to handle escalated customer service issues as required, working across company departments to resolve cases. Escalate cases as needed with a strong sense of urgency and ownership and take initiative to regularly update customers on the status of their open cases.
• Has authority to monitor call quality and customer satisfaction metrics via use of company dashboards and scorecards. Create reports, succinctly communicate, and make recommendations to resolve customer care case trends. Deliver reports to senior management to improve service levels and assess training needs.
• Schedule, lead, and coordinate daily team activities, adjusting staffing levels as the volume dictates.
• Perform duties and supervise other customer care representatives to ensure customer accounts are updated with sensitivity based on customer support cases, including but not limited to, additions, changes, or terminations (i.e., Addendum / Cash Sale Agreement Process (includes editing service contracts to add line items for DIRECTV rate card programming), Channel Swaps and Lineups, Contract Copy Requests (Masters Folder / CRM / Tiger Paw), contract information requests (explaining specific clauses within the contract to the customer), rate increase information and changes, billing breakdowns, assisting with Headend transfers, GNPS certificate requests, manage customer care phone queues through Ignite, termination process, assumption process, tent card orders, room count reductions, television orders for under 20 panels, and Salesforce case management and follow up.)
• Terminations are prioritized and handled quickly according to company policy and standards and gaps are identified and reviewed with direct report for improvement plans.
• Administer motivational programs including incentives and perform training to drive performance. Oversee the development and maintenance of training and document resources for team.
• Has authority to make recommendations and perform team member training, track employee productivity and measure against goals.
• Consistently integrates Albridges core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully.
• Accepts ownership and accountability of position responsibilities and consistently strives to deliver innovative results for internal teams and customers that establish trust, high standards, credibility, and quality performance.
• Must remain flexible to travel to support various current and prospective client and sales opportunities.

Required Qualifications

Workplace Benefits We Offer

In addition to earnings and other incentives, Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes :

Equal Opportunity Statement

Allbridge is an Equal Opportunity Employer. Allbridge does not discriminateon the basis ofrace, 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.

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