Customer Care Field Manager
Next Step Living - Boston, MA

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Next Step Living’s goals of providing excellent service across multiple business lines is central to the function of the Customer Care team, and the Customer Care Field Manager brings these skills to the field by working with customers in their home to find quick resolutions to complex issues that have arisen within any service line. The CCFM balances a commitment to customer service with a strong technical grasp of NSL products, using problem solving and decision-making skills to reach resolutions that balance customer and business needs.

Responsibilities :
  • Troubleshoot customer issues in the home, working with field specific experts when necessary to determine an appropriate resolution or resolution path
  • Involve 3rd party adjusters when appropriate
  • Communicate with internal and external parties as necessary to resolve issues
  • Drive the standardization of case resolution in the field and office
  • Work with subcontractors teams to communicate areas for improvement and agreed resolution path
  • Responsible for many updates to Next Step Living’s internal Customer Relations Management tool, Salesforce.com
  • Inform office teams of recurring issues so they can be prevented for future customers
· Performance goals include:

o Customer satisfaction with issue resolution process

o Case resolution timeline

o Salesforce CRM and other system/process accuracy

Qualifications :

· Experience in managing customer escalations directly with customers

· Proven ability to react quickly, professionally, and effectively to determine the details and cause of an issue and take steps toward resolution

· Bachelors degree in a technical field or building science preferred; or Equivalent experience and High School diploma

· Strong understanding of building concepts, direct field experience highly preferred

· Experience with the Mass Save Home Energy Services Program preferred

· Must have a high attention to detail and the ability to work independently and in a team setting

· Ability to effectively communicate technical concepts to installers and office staff is required

· Computer proficiency, experience with MS office applications required, experience with SalesForce.Com preferred

· Effectively present information and respond to questions from groups of managers, clients, customers, and the general public

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