About the role

Position Description:

The Mgr, Customer Care will work closely with the Sr Director, Customer Care to implement and ensure adherence to the streamlining and transforming of the Client Services infrastructure across all MPF locations. Ensure that the quality and effectiveness of services provided to our clients are top quality and are in accordance with company policies, practices, and procedures.

Work location: Work From Home EST or CST

Responsibilities:

• Hire, train & develop customer service personnel across all MPF locations. Complete yearly reviews and develop goals for personal to support the company, region, and department.
• Establish standard job descriptions and roles and responsibilities for all Client Services positions.
• Work with Sr Director, Customer Care in defining a strategy to reorganize the Customer Service Department
• Achieve budgeted revenue targets related to assigned book of customers. Mentor and manage Account Managers in achieving individual revenue quotas.
• Grow and foster a Customer First Culture: provide timely, reliable, accurate information and documentation to our customer base. Champion Customer Service commitment to same day response for all internal/external customer inquiries.
• Train and coach customer service representatives to ensure quality and standardization of rolls, responsibilities, system utilization and overall service delivery.
• Build on-call scheduling function including definition and measurement of KPIs.
• Participate in client review meetings and sales presentations as required.

Requirements:

• High School Diploma / GED required.
• 3-5 years of experience in Client Services
• Extensive leadership and team building skills
• Experience in project management
• Must exercise good judgement and problem-solving skills
• Demonstrate attention to detail and time management
• Ability to analyze information and suggest improvements
• Proficient in Microsoft Office, specifically Outlook, Word, and Excel
• Excellent written and verbal communication skills

All Reworld positions require a candidate's ability to perform the duties and responsibilities of the role while upholding Reworld's Values, including (but not limited to) contributing to a safe and inclusive workplace, delivering results through trust, and building breakthrough capabilities.

Please note that Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Pay Transparency

Reworld is committed to paying its staff equitably, and we strive to provide competitive compensation and benefits packages. The range below reflects Reworld's reasonable estimate of base pay for this role based on primary posting location. It is expected that most qualified candidates in this location will fall within the posting range. The final salary offered for this role will be determined based on factors including, but not limited to: experience, education, geographic location, skills and competencies, travel requirements and/or union contracts (if applicable). Pay ranges are reviewed from time to time and may be modified in the future.

The pay range for the primary location of this position is: $95,200.00 - $126,700.00 USD. For hourly roles, this is the annualized salary. To calculate the hourly rate, divide by 2080.