Job Details
About Learning Without Tears (LWT): We are an ever-growing, family-owned company striving to provide the best education products, professional learning, and digital resources for educators and children. Innovation and collaboration fuel us every day. We live our passion of helping children learn and grow.
Join our mission-driven, dynamic team as we embrace change, excellence, creativity, and simplicity to make a difference in educators' and children's lives. LWT believes in diversity, equity & inclusion, and strives to create a culture of community & belonging. Our employees bring a variety of experiences and perspectives that fuel our passion and innovation and drive our mission.
The Customer Service and Solutions Call Center Manager is responsible for building out and driving LWT's customer service and solutions team, customer success objectives, developing service level standards focused on reducing response times and providing high customer satisfaction. This is a startup hybrid call center; therefore, this position will build out a customer solutions team, take lead in driving revenue in a designated book of business, and create SOPs and KPIs to provide a high-quality customer service experience pre- and post-sale. The objective of the Customer Solutions group is to provide a high-quality customer service experience and add continual value to drive customer outcomes.
What You'll Be Doing:
- Build and maintain a strong sustainable team by attracting, developing, rewarding, and retaining talent.
- Lead, develop, and mentor a newly formed in house Customer Solutions team while constantly raising the bar to include ensuring the team is in alignment with company policies and objectives, meeting customer needs to include, transactions, product recommendations, and upsell
- Develop and implement call center workflows and processes for optimal customer experiences.
- Achieve revenue targets to include renewal revenue through proactive and reactive outreach, strategies, and execution in collaboration with Customer Success team managers
- Improve workflows to support product deployments, ticket handling, escalation, and customer service activities.
- Develop and maintain team and individual KPIs and quality performance metrics to measure success and increase team accountability, aligning with department and company goals. Manage performance against KPIs.
- Working knowledge of quality systems and technology that drives efficiency, productivity, and cost-effectiveness.
Your Experience & Qualifications:- B.A. or B.S.in business or related fields or equivalent work experience.
- 4+ years of relevant experience in Customer Care, Customer Success Management, and/or Sales required.
- Call center or customer service management experience, as well as scaling out teams required.
- Previous responsibility towards revenue targets and other KPIs required.
- Start up call center experience preferred.
- Experience working with physical and digital products preferred.
- Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
- Highly collaborative, organized, and execution-oriented with strong presentation skills.
- Excellent project management with an emphasis on attention to detail, timelines, and quality of work.
- Excellent problem-solving skills and ability to be flexible in project situations.
- Superior relationship, interpersonal, and communication skills in working with staff, senior leadership, and customers.
- Ability to lead and coach employees to enhance their skills and performance.
- Strong analytical skills with ability to identify clear business objectives and outcomes.
- Demonstrated ability to understand customer requirements and translate into quantifiable solutions.
- Proficient with CRM tools, web-based presentation tools, and Microsoft Office applications.
Why Learning Without Tears: Check out even more reasons why Learning Without Tears is a great place to work.
- Competitive benefits including medical, prescription, dental, vision, short and long-term disability, life insurance, paid family leave, pet insurance, standing desks, flexible scheduling, and more!
- Fun happens with company picnics, health and wellness fairs, Turkey Fry, Yankee swap, pizza and happy hour Fridays, milestone and birthday celebrations, and other surprises!
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Learning Without Tears is an Equal Opportunity and Affirmative Action Employer.