Job details
Job type full-time
Full job description
Since the year 2000, oec has grown globally to more than 1,000 employees with a double-digit revenue increase nearly every yearWe provide a lively culture, employee rewards and recognition, and the opportunity to develop and implement innovative technology solutions.
Position summary
Manages the employees and processes of a business center within the customer support services departmentRole includes managing the performance and productivity of employees along with delivering customer support through services offered through the department’s communication, project and processing centers.
Responsibilities to oec internal and external customers may involve managing omni-channel customer support (phone/email/chat), escalation management, subscription management, project support, department training and inventory managementPartners with peers to accomplish corporate and business unit objectivesAssures the administration of corporate policies and best practices align to the guiding principles of oecServes as backup for other associate managers during absences.
Job duties
1Leads, motivates and manages team members of a business center within the customer support services departmentThis includes training and developing staff, setting objectives and priorities and managing the daily work responsibilities of the team.
2Proactively identifies and provides resources to team members to promote quality service to internal and external customersThis includes the ongoing pursuit of revenue opportunities such as sales leads and workflow efficiencies to promote a culture of continuous improvement.
3Monitors and analyzes data trends within their respective business centerCreates reports to raise awareness of results and implements strategies and action plans to promote team successUses data to ensure adequate support exists for all products and balances employee workloads to meet the changing needs of the business.
4Partners with peers to coordinate the appropriate level of technical customer support necessary to ensure product success for product launches, product and process changes and awareness campaigns.
5Conducts performance employee evaluations utilizing department reporting tools, observation and peer feedbackPartners with the training team to promote employee development and engagementWorks with peers to calibrate employee performance in order to deliver a consistent customer experience.
6Receives escalated client concerns and issues and performs in-depth research; resolves client issues via phone and e-mailWorks with team members to communicate issues and resolutions to the team for ongoing educational purposes and improved customer serviceResolves high-level obstacles as necessary for team members.
7Coordinates and leads team meetings to assure open communication and employee engagementPursues opportunities to increase business acumen and product knowledge through guest speakers and industry resourcesIs proactive in providing product updates to team members through daily and/or weekly updatesCalls ad-hoc meetings as necessary and establishes a cadence of 1v1 meetings with business peers to maintain relationships and promote information sharing.
8Supports all division functions and is back-up to other associate managers during absences.
9Manages projects assigned to self, or assists in managing projects assigned to customer support services team membersAssures projects are delivered according to an established timeline.
10Manages interdepartmental relationships with peers in operations and product teams.
Additional duties for inbound
1Manages inbound call reporting using the crm system (call summary report).
2Oversees and manages inbound call activities related to all products; assists team in service and issue resolution.
3Manages the escalation specialist who is responsible for all escalated issues for the customer facing teams and works with technology to submit and report progress on issues.
4Assists with the compilation of data for the recertification process of the communication center on an annual basis.
Additional duties for subscription/project
1Oversees and manages associated administrative activities related to new product and/or new customer rollouts.
2Manages all projects related to both departmental and product support (i.e., access databases, surveys, department representation at cross-functional meetings, etc.).
Education
An undergraduate degree from an accredited college or university with a focus in general business, sales or marketing; or in the absence of a degree, directly-related job experience within oec or affiliate company or by leading a customer support team or service operation where a number of years and proven knowledge may offset either the degree requirements.
Experience
In addition to the education outlined above, at least 3 years of progressively responsible experience working in a customer support capacity with at least one year working in a management capacity with demonstrated leadership abilityFamiliarity in the collision and/or repair industry is preferredAn understanding of oec applications, programs, systems (internal or related), and departmental guidelines, policies, programs and projects is preferredStrong organizational abilities and prior experience utilizing a customer relationship management (crm) databaseRequires exceptional written and verbal communication skills along with the ability to coach and motivate team associates and resolve client issuesAbility to consult with individual customer locations to understand business processes, to prepare response(s) based on specific product or application.
Oeconnection is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulationsIn order to comply with these laws, we invite applicants and employees to voluntarily self-identify their gender, race and ethnicitySubmission of this information is strictly voluntary and refusal to provide it will not subject you to any adverse treatmentThe information obtained will be kept confidential and may only be used in accordance with the provision of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcementWhen reported, data will not identify any specific individualThis information will be maintained separately from your application for employmentIf you do not wish to self-identify at this time, you may do so in the future by submitting this formFailure to provide the following information will not subject you to any adverse action or treatmentOeconnection is an equal opportunity/ affirmative action employerWe provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected statusWe prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.
