Senior Manager

Service Center

CSCS TX

Job Summary

Our Customer Success Team is the first stop in creating an exceptional customer experience to earn lifetime promoters. You will work closely with internal and external partners to deliver operational consistency and inspire every teammate to reach their full potential. Ensuring processes, tools and continuous improvement training assist us in delivering the highest level of customer service.

Role and Responsibilities

• Demonstrate and model Caliber’s values and organizational Culture and promote Caliber’s standards and guidelines by personal example.
• Demonstrate a strong ability to lead, develop, and inspire others to achieve success
• Create and maintain a high level of awareness and accountability with Contact Center leadership including Supervisors, Trainer, Leads and customer facing teammates.
• Actively lead a team of Customer Success teammates and participate in the orientation and training of teammates.
• Oversight of Remote (WFH) Teammates
• Coach teammates for success through development of skills
• Quarterly workforce planning using Workforce management
• Team Builder, Subject Matter Expert and Chief collaborator with other CSCS Departments
• All long-term Staffing Needs; Recruiting and Retention
• Point of contact for Operations and Strategic Accounts on opportunities or help with any urgent needs they have
• Monitor and coach virtual team & lead engagement meetings
• Exhibit conduct of the highest ethical standards, integrity and honesty to prevent conflict between the interest of the Company and any personal interest.
• Maintain absolute confidentiality of all Company proprietary information which includes, but is not limited to, information about the Company’s management, associates, accounts, methods of doing business, operations, marketing, and sales strategies.
• Develop and enhance own management and technical skills, as educational opportunities are available.
• Misc. projects as required

Qualifications and Education Requirements

• Minimum 2 years collision industry experience preferred
• Minimum 5 years customer service/call center experience
• Minimum 5 years of leadership experience
• Ability to Travel as needed
• Knowledgeable with workforce management and process improvement
• Ability to independently identify areas of opportunity and implement resolution strategies
• Experience implementing and communicating large-scale initiatives through planning, collaboration, and influence. Strong change management skills.

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.

Must be eligible to work in the U.S. with no restrictions.

About Us

About Caliber

Founded in 1997, the Caliber portfolio of brands has grown to more than 1,600 centers nationwide and features a full range of complementary automotive services, including Caliber Collision, one of the nation's largest auto collision repair providers across more than 40 states and Caliber Auto Glass for glass repair and replacement.

Caliber was recognized as the only company of its kind to make the Forbes list of "America's Best Large Employers," an honor awarded to companies with high employee satisfaction. Caliber was also the only auto service provider to receive an Inc. 2021 Best in Business gold medal in the Extra-Large Company (500+ employees) category, recognizing Caliber for going above and beyond to make a positive impact. With the purpose of Restoring the Rhythm of Your Life®, Caliber's more than 25,000 teammates are committed to getting customers back on the road safely—and back to the rhythm of their lives—every day. Dedicated to providing an outstanding customer experience, Caliber continues to rank among the highest customer satisfaction scores in the industry. Caliber is an equal opportunity employer that is committed to inclusion and diversity. Learn more about Caliber at caliber.com.

At Caliber, our purpose is Restoring the Rhythm of Your Life®. It drives us. It's the promise we make to our guests AND our teammates. These five core values help us deliver on that promise everyday.

Caliber provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including (but not limited to) recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training

Caliber provides reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process. If you need assistance or an accommodation due to a disability, you may contact legal@calibercollision.com.