Customer Care Manager

Company The Mark Travel Corporation Requisition Number 17-0032 Post Date 2/16/2017 Title Customer Care Manager City Orlando State FL Description Have you ever wondered what it would feel like to be a part ofan entrepreneurial company where your unique abilities are celebrated, you increase your creative energy and your role adds value every day? Sound impossible? It's not. La Macchia Enterprises (LME) has a unique story of being family-owned for over 40 years. We turn vacation dreams into long-lasting memories by focusing on our customers End-to-End Experience at every touch point. Our 1,000+ team members embody our core values, making us a global leader in leisure travel and technology. Our team is the reason we ve earned a spot on the Top Workplaces list for multiple years. Now it s your turn to enhance your career. Grow and learn with us as a Customer Care Manager, for The Mark Travel Corporation, a division of LME. You will be responsible for developing and maintaining a professional team capable of maximizing potential sales and exceeding our customer s service expectations. to find out more about The Mark Travel Corporation. As a Customer Care Manager, you will: Motivate the team to generate revenue through creative and empowering sales techniques Collaborate with the business units to achieve sales goals Coordinate and communicate with internal departments to improve the customers experience Maintain an efficient, growing, and profitable organization Provide development and leadership for call center specialists to ensure productivity goals are achieved and feel connected to our core values and the company Manage, motivate, and retain a team of supervisors with an emphasis on ensuring specific strategies are developed Utilize call monitoring, feedback from the team, and customers to provide recommendations on how to improve the end-to-end service and increase first call resolution Recruit, hire, and retain customer care specialists and supervisors Establish performance metrics based on productivity, revenue generations, and customer service for call center specialists and supervisors and coach to those metrics Provide a career path within the department and company to assure succession plans and resources for growth Ensure superior customer service, problem resolution, and effective procedures and processes throughout the department Achieve sales objectives established by the strategic business units through communication, training, coaching, and positive reinforcement of team Maintain up-to-date knowledge on industry developments and involvement in network groups Build and maintain a culture of customer centricity Oversee a quality monitoring program Participate in, handle, and coordinate special projects Assist in developing department budgets including fund allocation Some travel is required. Requirements Bachelor's degree (BA) from four-year college or university; or three or more years related experience and/or training; or equivalent combination of education and experience. Travel industry knowledge or experience Call Center/Customer Service leadership experience and experience leading supervisor-level team members Some travel may be required Benefits at a Glance: Medical/Dental/Vision Insurance Short and Long Term Disability Life Insurance Flexible Spending Accounts 401(k) with employer match Generous time off plan Tuition Reimbursement Travel Discounts Team Member Referral Program Wellness Program We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.