Customer Support Manager - Work from home

October 23, 2024

Industry: Private

Employment Type:- Full Time

Work Hours:- 8 Hours

Locations:- USA

Full Job Description:-

Job Description:

NextEra Energy is seeking a motivated and resilient Customer Support Manager to join our remote team. This position is integral to enhancing the customer experience and ensuring satisfaction as we navigate the energy industry’s evolving landscape. As a Customer Support Manager, you will empower your team, facilitate ongoing professional development, and maintain a focus on operational excellence while upholding our high standards for customer service.

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Key Responsibilities:

Team Leadership and Development:

Manage and supervise a diverse team of customer support representatives, providing guidance, mentorship, and support.
Develop team schedules and manage workload, ensuring that all customer inquiries are addressed in a timely manner.
Conduct training sessions to enhance team skills and knowledge, fostering a culture of continuous improvement

Customer Interaction and Resolution:

Lead efforts in providing outstanding customer service through effective communication and problem-solving techniques.
Handle escalated customer inquiries and complaints, utilizing persuasive skills to resolve issues and ensure customer satisfaction.
Analyze customer feedback and trends to identify areas for improvement and implement strategies to enhance service quality.

Performance Management:

Monitor team performance metrics and customer satisfaction scores, establishing goals and objectives that align with company standards.
Provide regular performance feedback and conduct performance reviews to foster individual and team growth.
Utilize time management skills to prioritize and address team objectives efficiently.

Process Improvement:

Collaborate with other departments to develop and refine customer support processes, ensuring consistency and efficiency.
Implement best practices and innovative solutions to streamline customer inquiries and enhance overall service delivery.
Prepare and present reports on team performance, customer trends, and operational challenges to senior management.

Empowerment and Decision-Making:

Create an environment that encourages employees to take ownership of their roles and make impactful decisions.
Promote an inclusive culture that values both individual contributions and teamwork, enhancing employee engagement and motivation.

Requirements:

Education & Experience:

Bachelor’s degree or equivalent experience preferred.
Minimum of 5 years of experience in customer service or support roles, with at least 2 years in a managerial or supervisory position.

Personality Traits:

Resilient: Ability to remain calm and focused under pressure; adept at managing stress and challenges effectively.
Motivated: Strong intrinsic motivation to excel and drive team performance, addressing customer needs proactively.

Soft Skills:

Persuasion: Comfortable using communication techniques to influence customer satisfaction and motivate team members.
Time Management: Proven ability to manage multiple tasks effectively, prioritizing requirements to meet deadlines and maintain service standards.

Technical Skills:

Proficiency with customer service management software and CRM tools.
Familiarity with data analysis and reporting tools for performance tracking.

Benefits:

Comprehensive training and professional development opportunities to enhance your skills and career growth.
Employee discounts on various services and products.
Visa sponsorship available for eligible candidates.