Manager, Customer Care

Description: The Customer Care Manager is responsible for oversight of the Customer Care After Care and Reception departments and serves as customer advocate on Amur Equipment Finance management team.
The Manager influences a customer-centric focus within the Customer Care department and the organization.
Manager ensures staff are trained on procedures as well as customer service skills and administers company policies in a way to provide superior customer service.
The Manager proactively recommends enhancements that support an improved customer experience, which could include identifying training, suggesting process changes, and implementing an online solution that will enhance how quickly Customer Care Specialists locate information to resolve customers’ requests.
Serves as escalation point to resolve issues or questions with a customer; pacifies upset customers in a professional, courteous manner.
Works closely with other departments within Amur Equipment Finance to inform Collections, Sales, Accounting or Credit of subjects that are reoccurring, trends, a possible default or potential lead, and recommend/develops potential solutions.
This position will be in our Grand Island, NE office with the option to work Hybrid.
Key Responsibilities Document Approvals Approves more difficult Payoffs, Year End letters, Payment History, Trade-ups.
Approves addendums for contract changes, equipment swaps, lease end of term options.
Approves Subordination/No Interest Letter Requests and direct on the response.
Decision Making Ability to make high level decisions with the company’s best interest in mind.
Reviews and directs Customer Care supervisors/specialists on complex or sensitive situations.
Staff Management & Work Environment Schedules ongoing training for staff & new employee training.
Consults with HR on available training opportunities for team.
Creates a positive work environment.
Completes annual review’s, 90 day reviews, VIP meetings for supervisors as needed.
Develop and understand employees strengths and weaknesses to better their daily routine.
Process Improvement Suggests customer centric changes to Amur Equipment Finance procedures and communications.
Ensuring team members are abiding by the procedure and process guide lines set forth and remaining up to date.
Requirements: Requirements Required Education and Experience Bachelor’s Degree is preferred.
6+ years’ experience in a related field.
Proficient in MS Office programs and ability to learn new technology Organized and detail oriented; ability to work effectively with other departments Strong leadership ability Complete work with strict deadlines Competencies Communication Proficiency Ethical Conduct Organizational Skills Time Management – able to work independently Thoroughness Ability to Multi Task Problem solving Collaboration with other department management Influence effectiveness of team members Supervisory Responsibility This position will have a direct supervisory responsibility for approximately six employees, and will serve as the lead trainer and mentor for new customer care representatives.
Interviews and hires staff, evaluates performance of employees and conducts yearly review or any necessary disciplinary action including terminations.
Work Environment This job operates in a professional office setting.
This role routinely uses standard office equipment such as computers, phones, and copy machine with scanner, filing cabinets and fax machines.
May require training of new software systems or learning upgraded software programs.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee is required to talk or hear; may be necessary to stand, walk, handle, or reach with hands or arms.
This is largely a sedentary role; however, some filing is required, calling for the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
The team member frequently is required to walk.
The team member is occasionally required to pack and move files or boxes as well as lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, peripheral vision and the ability to adjust focus.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position Type and Expected Hours of Work This position may have access to confidential information.
Background check is required for this position.
This is a full-time position.
Days and hours of Amur Equipment Finance are Monday through Friday, 8:00 a.
m.
to 5:30 p.
m.
Flexibility to occasionally stay late to meet business needs.
Travel Travel may be necessary from time to time for this position.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time with or without notice