NA Customer Care Program Manager

We are seeking a dedicated and experienced Customer Care Program Manager to join our team. The ideal candidate will be responsible for managing and nurturing our relationships with our Managed Print Services (MPS) Accounts and our overall customer base, ensuring high levels of customer satisfaction and loyalty, and overseeing the development and execution of customer care programs as well as the Customer Care Specialist.

Responsibilities:

1. Develop and implement a comprehensive customer care program that ensures high levels of customer satisfaction and loyalty.
2. Lead, coach, and mentor a team of customer care specialists and customer care senior specialists, providing them with the training and support they need to excel in their roles.
3. Handle complex customer cases, including aged cases, ensuring they are resolved efficiently and effectively.
4. Use customer service software or CRM systems to track and manage customer cases, identify trends and patterns, and drive improvements in the customer service process.
5. Coordinate with internal teams to resolve customer issues and improve the customer experience.
6. Prioritize workloads and manage multiple cases simultaneously, ensuring all cases are resolved within established SLAs.
7. Communicate effectively with customers, addressing their concerns and frustrations in a professional and empathetic manner.
8. Use data from customer cases to identify common issues causing delays in case resolution and develop strategies to address these issues.
9. Handle pressure in a fast-paced, high-pressure environment, maintaining high levels of customer satisfaction.
10.Train and guide customer care team members on the implementation of customer care programs.
11. Perform other duties as assigned.

Qualifications:
1. Proven work experience as a Program Manager, Customer Care Manager, or similar role.
2. Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization.
3. Solid experience with CRM software and MS Office (particularly MS Excel).
4. Experience in delivering client-focused solutions based on customer needs and in designing and implementing customer care programs.
5. Proven ability to manage multiple account management projects and customer care programs at a time, while maintaining sharp attention to detail.
6. Excellent listening, negotiation, problem-solving, organizational, and leadership skills.
7. Strong verbal and written communication skills.
8. BA/BS degree in Business Administration, Marketing, or relevant field.

The Customer Care Program Manager will play a crucial role in maintaining and enhancing our company's reputation for excellent customer service. If you are a skilled communicator with a knack for problem-solving and a passion for customer service, we would like to meet you.