Customer Care Manager

at  Carfax

JOIN TEAM CARFAX AS A CUSTOMER CARE MANAGER

Isn’t it time you bragged about where you work? At CARFAX, we do, every day. We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We’re more than just a company: We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment. One last thing: Our four-day week continues in Summer 2024!
The Customer Care Manager is responsible for strategic planning, metrics reporting, and resource allocation for inbound calls for the Dealer Business Unit, ensuring the application of best practices in customer service, process, and technology that will deliver exemplary service to our Dealer customers.
At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. This position will require 3 days in the office per week, subject to change with future business needs.

• Manage Call Center operations to ensure achievement of service and efficiency goals by tracking inbound call volume and hold times; allocating resources as necessary to achieve dealer responsiveness goals; reporting Call Center metrics; and proposing action plans to improve operating methods, efficiencies, and customer service.
• Guide and direct Dealer Support Specialist while also providing efficient and timely scheduling, training and development, coaching, and performance management to maintain employee morale and development while achieving Call Center goals and metrics.
• Assist Dealers customers and Dealer Support Specialist by serving as an escalation point for complex and sensitive Dealer services and relieving call volume peaks by picking up Dealer calls and cases from the queues.
• Implement and monitor protocols to ensure compliance with our policies and procedures.
• Work cross-functionally with other departments to improve effectiveness of the team.
• Perform other duties as assigned.