Customer Care Manager - Remote

Company Overview Allbridge delivers property technology (PropTech) solutions that drive value for property owners in the multifamily and hospitality space to elevate the connected experience for residents and guests.
We currently serve more than 1 million rooms across North America and the Caribbean partnering with owners, developers, general contractors, and operators who benefit from Allbridge’s combined engineering and support expertise with a vision of an innovative end-user digital experience.
We are rapidly growing and seeking top talent to join our team.
If you want to work in a thriving industry that combines best-of-breed solutions with technology planning, engineering, installation, and support, Allbridge may be the company for you.
Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities, and competitive compensation and benefits which are designed to inspire, reinforce, and reward a culture of empowerment, teamwork, and a healthy work-life balance.
Join us in transforming property technology into one seamless, connected experience! Job Summary With limited oversight, manage the company customer care team, and administer customer communication as needed, setting expectations to deliver professional, timely, and courteous customer support services promoting a productive and positive experience with customers to ensure high quality support.
Take the lead in administering customer case queues to achieve a timely resolution.
Perform duties and supervise other customer care representatives to ensure customer accounts are updated based on customer support cases.
Successful employees have a high school diploma and a minimum of five years of experience and a strong working knowledge of the customer care team function, with the ability to collaborate internally to effectively resolve customer cases in a timely manner.
This is an exempt role and is a member of the Support, Customer Care Department reporting to the VP, Customer Support.
Allbridge is currently operating under a hybrid work model, allowing colleagues the opportunity to connect with others in person and the flexibility to work remotely.
For some business groups and positions, job function requirements may require more time at the primary work location, while greater flexibility may be in place for others.
Essential Job Functions and Responsibilities With limited oversight, manage the company customer care team, and administer customer communication as needed, setting expectations to deliver professional, timely, and courteous customer support services promoting a productive and positive experience with customers to ensure high quality support.
Take the lead in administering customer case queues to achieve a timely resolution.
Lead a team and/or work independently to handle escalated customer service issues as required, working across company departments to resolve cases.
Escalate cases as needed with a strong sense of urgency and ownership and take initiative to regularly update customers on the status of their open cases.
Has authority to monitor call quality and customer satisfaction metrics via use of company dashboards and scorecards.
Create reports, succinctly communicate, and make recommendations to resolve customer care case trends.
Deliver reports to senior management to improve service levels and assess training needs.
Schedule, lead, and coordinate daily team activities, adjusting staffing levels as the volume dictates.
Perform duties and supervise other customer care representatives to ensure customer accounts are updated with sensitivity based on customer support cases, including but not limited to, additions, changes, or terminations (i.
e.
, Addendum/Cash Sale Agreement Process (includes editing service contracts to add line items for DIRECTV rate card programming), Channel Swaps and Lineups, Contract Copy Requests (Masters Folder/CRM/Tiger Paw), contract information requests (explaining specific clauses within the contract to the customer), rate increase information and changes, billing breakdowns, assisting with Headend transfers, GNPS certificate requests, manage customer care phone queues through Ignite, termination process, assumption process, tent card orders, room count reductions, television orders for under 20 panels, and Salesforce case management and follow up.
) Terminations are prioritized and handled quickly according to company policy and standards and gaps are identified and reviewed with direct report for improvement plans.
Administer motivational programs including incentives and perform training to drive performance.
Oversee the development and maintenance of training and document resources for team.
Has authority to make recommendations and perform team member training, track employee productivity and measure against goals.
Consistently integrates Albridge’s core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully.
Accepts ownership and accountability of position responsibilities and consistently strives to deliver innovative results for internal teams and customers that establish trust, high standards, credibility, and quality performance.
Must remain flexible to travel to support various current and prospective client and sales opportunities.
Required Qualifications Preference, but not required to have successful completion of a bachelor’s degree from an accredited university in communications, business, management, or another related field.
Required to have a minimum of five years of relevant work experience supporting an enterprise level, and remote call center with <100 support personnel.
Strong preference to have knowledge of the hospitality, multifamily, and call center industry.
Must have entry level Salesforce experience.
Demonstrate the ability in conducting group presentations and or communicating with a diverse audience.
Demonstrate experience in analyzing and reporting call center data.
Essential to have an excellent working knowledge and application of the customer care team function, setting expectations to consistently deliver a high touch customer service experience.
Consistently demonstrates excellent problem solving, leadership, and customer service skills.
Must have a demonstrated ability to collaborate internally to effectively report on and resolve customer cases in a timely manner, and effectively coordinate resources.
Required to be able to effectively understand and amend customer contracts as needed.
Must be flexible, an outstanding communicator, and have established skills in accuracy, organization, and time management.
Must be able to work effectively as a team member in a fast paced, and high-volume work environment, operating with a high level of detail and conscientiousness.
Required to have demonstrated intermediate level PC skills with the ability to effectively operate within a Windows Operating System and Windows based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project.
Must possess excellent written and verbal communication skills, as well as interpersonal skills with a customer service focus in the English language.
Must be authorized to work in the United States without sponsorship.
Compensation / Benefits In addition to your earnings and other incentives Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes: Medical and Prescription options, Dental, and Vision Plans Health Saving and Flexible Spending accounts Short and Long-Term Disability insurance options Life and Accidental Death and Dismemberment insurance Plan options Supplemental Insurance Plan options 401(k) Profit-Sharing Retirement plan Flexible Paid Time Off after 60 days of employment Paid Holidays, per Employee Handbook Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Essential functions are those functions that the employee who holds the position or the candidate that desires the position must be able to perform unaided or with the assistance of a reasonable accommodation.
When possible, reasonable accommodations may be made for persons who are disabled under the law.
Reasonable accommodations are those accommodations which, as defined under applicable law, enable disabled individuals to perform the essential functions of their job title and to meet the employer’s expectations for the job title.
While performing the duties of this job, the employee is regularly required to sit, stand and walk; use hands/fingers to handle or feel and reach with hands and arms.
The employee is occasionally required to climb, balance; stoop, kneel, crouch, crawl, talk and hear.
The employee may occasionally lift and/or move up to 30 pounds.
Equal Opportunity Statement Allbridge is an Equal Opportunity Employer.
Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.
All employment is decided on the basis of qualifications, merit, and business need.