The Customer Care Manager is responsible for oversight of the Customer Care After Care and Reception departments and serves as customer advocate on Amur Equipment Finance management team. The Manager influences a customer-centric focus within the Customer Care department and the organization. Manager ensures staff are trained on procedures as well as customer service skills and administers company policies in a way to provide superior customer service. The Manager proactively recommends enhancements that support an improved customer experience, which could include identifying training, suggesting process changes, and implementing an online solution that will enhance how quickly Customer Care Specialists locate information to resolve customers’ requests. Serves as escalation point to resolve issues or questions with a customer; pacifies upset customers in a
professional, courteous manner. Works closely with other departments within Amur Equipment Finance to
inform Collections, Sales, Accounting or Credit of subjects that are reoccurring, trends, a possible default
or potential lead, and recommend/develops potential solutions.
Required Education and Experience
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Bachelor’s Degree is preferred.
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6+ years’ experience in a related field.
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Proficient in MS Office programs and ability to learn new technology
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Organized and detail oriented; ability to work effectively with other departments
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Strong leadership
