Manager - Customer Care

Manager - Customer Care

The Company

Zurn Elkay Water Solutions Corporation is a thriving, values-driven company focused on doing the right things. We're a fast growing, publicly traded company (NYSE : ZWS), with an enduring reputation for integrity, giving back, and providing an engaging, inclusive environment where careers flourish and grow.

Named by Newsweek as One of America's Most Responsible Companies and an Energage USA Top Workplace, at Zurn Elkay Water Solutions Corporation, we never forget that our people are at the center of what makes us successful.

They are the driving force behind our superior quality, product ingenuity, and exceptional customer experience. Our commitment to our people and their professional development is a recipe for success that has fueled our growth for over 100 years, as one of today's leading international suppliers of plumbing and water delivery solutions.

Headquartered in Milwaukee, WI, Zurn Elkay Water Solutions Corporation employs over 2800 employees worldwide, working from 24 locations across the U.

S., China, Canada, Dubai, and Mexico, with sales offices available around the globe. We hope you'll visit our website and learn more about Zurn Elkay at zurnelkay.com.

If you're ready to join a company where what you do makes a difference and you have pride in the work you are doing, talk to us about joining the Zurn Elkay Water Solutions Corporation family!

Responsibilities

• Management of associates that assist external users of the organization's technical products or services by answering questions and solving problems involved in their use.
• Coordinates referrals to appropriate technical, professional, or service personnel for follow-up.
• Initiate and communicate a variety of personnel actions (e.g., employment, termination, performance and salary reviews, disciplinary actions, scheduling and / or approving overtime).
• Management is provided directly or through group leaders.
• Drive continuous improvement initiatives within the department through VDM and ZEBS tools.
• Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
• Drive continuous improvement projects by coordinating with other department managers to enhance and improve the customer experience.
• Point of contact for the coordination of orders that require escalation from strategic customers.
• Establish relationships and instill confidence with Commercial Sales Team and Zurn Sales Representatives
• Drive best in class customer experience during all Customer Care interactions
• Leverage call trends to understand root causes of customer questions and work cross functionally to proactively address these gaps in information availability

Experience and Skill Required

• Bachelor's Degree or equivalent experience.
• 3-5 years in technical support preferred
• Must be detail-oriented and versatile
• Proficient with data management and strong problem solving skills necessary.
• Ability to communicate well on different levels within the organization and with customers.
• Ability to work well on own and in a team environment
• High level of energy, drive, enthusiasm, initiative, commitment and professionalism
• Extremely strong problem solver and communication skills

Leadership Competencies

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Self-Development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Total Rewards and Benefits

• Competitive Salary
• Medical, Dental, Vision, STD, LTD, AD&D, and Life Insurance
• Matching 401(k) Contribution
• Health Savings Account
• Up to 3 Weeks Vacation
• 12 Paid Holidays
• Annual Bonus Eligibility
• Educational Reimbursement
• Matching Gift Program

THIRD PARTY AGENCY : Any unsolicited submissions received from recruitment agencies will be considered property of Zurn Elkay, and we will not be liable for any fees or obligations related to those submissions.

Equal Opportunity Employer - Minority / Female / Disability / Veteran