Manager Customer Care

Summary

The Customer Care Manager will be responsible for the overall direction, coordination, and evaluation of a corporate shared service team of direct and indirect reports engaged in customer service support for RNDC’s valued customers., which supports critical business operations between Customer Care Director and customers, in such a way as to meet and exceed objectives by performing the following duties:

In this role, you will

• Identify methods to increase the value of the services provided and identify new services to enhance customer value by providing more, better, and less costly services to customers.
• Analyze internal customer data processes and relevant data to recommend and implement procedural or policy changes that improve operations and customer satisfaction, balancing quality of execution with needed efficiency gains.
• Review records or reports pertaining to relevant associate activities to monitor and evaluate team’s performance.
• Implement and monitor appropriate standards, protocols, and metrics for performance management.
• Drive team success by continually evaluating, coaching, and developing employees..
• Implement corporate or departmental goals, objectives, and service standards.
• Ensure appropriate level of coverage and support and make recommendations as necessary to meet personnel needs.
• Ensure effective onboarding and training of new employees and continually evaluate and plan for additional development and training as necessary for existing team.
• Develop or update relevant procedures, policies, or standards.
• Ensure work process and technology strategies and tools (e.g., 9ci, e-RNDC) are fully leveraged to continue and enhance best-in-class service.
   

What you bring to RNDC

• Bachelor’s degree in a related discipline from an accredited 4-year college or university.
• Proven experience in a customer service environment or related field, with relevant training or equivalent qualifications.
• Leadership experience managing a function or team is essential, including a minimum of 1-2 years of direct supervisory experience managing a team.
• Supervisory experience within a customer service setting, particularly during system conversions, is highly desirable.
• Hands-on experience with Contact Center as a Service (CCaaS) platforms is a significant advantage.
• Strong communication, problem-solving, and leadership skills are crucial, with the ability to mentor and develop teams.
   

What's in it for you

• 401(k) with company matching 
• Medical, dental and vision benefits* 
• Paid Time Off Program – work your way up to 5 weeks of PTO a year with the ability to carryover unused PTO 
• Paid volunteer time 
• Paid parental leave 
• Paid caregivers leave 
• Fertility benefits  
• Paid training 
• Company paid life insurance, short-term disability, and company-paid holidays 
• Associate resource groups, and diversity, equity, and inclusion programs available for all associates 

 
*Participation in these programs is subject to applicable wait periods and all plan and program terms and eligibility 
 
COVID-19 considerations: 
We follow CDC Guidelines and have a fun and safe environment for our teams. 
 

Bonus if you bring

Previous experience in the Wine and Spirits industry.