Customer Care Manager

As a Customer Care Manager, you will be responsible for the daily supervision and development of the customer care representatives to cultivate the knowledge and skills required to provide excellent service to internal and external customers. Tasked with managing the day-to-day activities of the team, the supervisor also develops tactics aligned with Foley's Mission, Values and Purpose to maintain a favorable work environment.

What you will do in this job:

• Expect and encourage high performance from the Customer Care Center Representatives by managing and developing staff and processes.
• Provide daily support, including; scheduling, answering questions, assisting in customer complaint resolution, and taking calls during high volume intervals and/or staffing shortages.
• Monitor calls, prepare reports and analyze data to establish metric goals and ensure top performers are recognized. Provide feedback to team members including side-by-side monitoring, silent monitoring and recorded call review.
• Identify operational issues, make recommendations for possible improvements and implement solutions. Work with other managers to maximize customer satisfaction.
• Delegate special project assignments and provide oversight to ensure timely completion.
• Support and assist the Training and Organizational Director with projects and other activities.
• Ensure no confidential or privileged information is released to unauthorized persons.
• Travel is required for training and/or to assist at other locations.

Our ideal candidate:

• Proven experience managing teams in a high-volume call center environment, with a focus on customer experience while still achieving performance metrics.
• Ability to be proactive and strategic, as well as tactical
• Ability to remain calm and professional in stressful situations, be friendly, courteous, service-oriented, and flexible and enjoy working with a variety of staff, be detail-oriented and work effectively under pressure while meeting all applicable deadlines
• Ability to use multi-line telephone system effectively
• Strong computer skills including proficiency with using Microsoft Office Products
• Excellent customer relations, communication, and organizational skills
• Ability to positively motivate, manage, and develop a high performing team

What will put you ahead:

• Bachelor's degree preferred
• Experience with positions requiring multiple priorities
• Ability to organize the work of self and others
• Industry experience
• Ability to grasp and understand all pertinent company computer systems with training

What we can offer you:

• Competitive pay
• 401(k) with matching
• Full insurance benefits starting day one of employment for full time employees
• Holiday, PTO, and Parental Leave
• Casual dress attire
• Family-owned company where you're more than just another employee

About Foley Equipment:

Foley Industries - Foley Equipment, Foley Power Solutions, Foley Rental and SITECH Central - enters its ninth decade of empowering progress for customers in Kansas and Western Missouri. Foley's 1,000+ employees strive every day to safely deliver excellence in service, parts, rental and sales across a broad line of Caterpillar and allied construction equipment, power generation, as well as SITECH construction technology solutions. For more information, please visit www.FoleyEq.com

Foley Industries, Inc. is an Equal Opportunity Employer (Race/Gender/Veteran/Disabled/Sexual Orientation/Gender Identity). To request a reasonable accommodation or assistance in completing the application, call 316-943-4211 or email careers@foleyeq.com.

*At this time, Foley does not participate in any Visa sponsorship programs.