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Customer Care Manager – Technical Support

ABOUT YOU:

Step into this new role to lead our Customer Care Technical Support team. This role requires strong customer service leadership and communication skills to manage a team of technical support representatives while also possessing proficiency in data analysis tools such as MS Access to generate production reports. To succeed in this role, you must have a solid understanding of desktop creation software including Photoshop and InDesign, technical support processes, and a talent for creative problem-solving.

Our Customer Care Managers are responsible for setting clear goals, providing training and development for their team, and implementing policies that promote customer satisfaction and loyalty.

If you are passionate about fostering an environment of exceptional customer service while focused on team development and culture, this is the opportunity to make your mark!

YOU HAVE:

• Education: Bachelor's degree in a related field or equivalent combination of education, training, and practical experience

• Experience:

• At least 3 years of experience providing exceptional business-to-consumer customer service in a manufacturing setting

• 2-4 years of proven strong leadership skills with the ability to motivate and inspire team members while also identifying and resolving skill gaps and succession issues

• Preferred: 3 years’ experience within Jostens Yearbook division (sales, production, or customer service)

• Preferred: Experience working in a printing/production environment to understand process workflows

• Technical Skills:

• Demonstrate proficient skills in Excel and Access, including data analysis, financial modeling, database management, and automation

• Preferred: Solid understanding and ability to explain clear technical support processes and troubleshooting methodologies

• Communication Skills: Excellent communication and collaboration skills, with the ability to work effectively cross-functionally and influence stakeholders at all levels of the organization. Ability to speak technical jargon and clear process directions to internal and external customers.

• Team Leadership: As a production liaison and point of contact for escalated complex concerns, demonstrated ability to coach and guide direct reports to strengthen their skills and deliver timely results for external customers.

YOU WILL:

• Analysis and Process Improvement:

• Monitor customer feedback and implement strategies to continuously improve the quality of service provided.

• Analyze reports and compile information to track and monitor customer accounts. Monitor charges and determine appropriate credit amounts based on investigations and situations.

• Utilize MS Access and other relevant tools to create and maintain regular production reports, analyzing key performance metrics such as response times, resolution rates, and customer satisfaction scores.

• Technical Expertise:

• Serve as a point of escalation for complex technical issues, providing guidance and support to team members as needed.

• Oversee the technical support line, ensuring that customer inquiries are resolved promptly and to their satisfaction. Monitor call metrics for volume and quality.

• Collaborate with cross-functional teams to streamline technical support processes and enhance overall efficiency.

LOVE WHERE YOU WORK:

• We care about your health. We offer competitive healthcare (health, dental, vision, coverage) in addition to voluntary benefits including home and car insurance, pet insurance, flexible spending account, amongst many more.

• We invest in your future. Our 401K plan has immediate vesting, so you can start saving for retirement right away.

• We believe in flexibility. We provide hybrid work options.

• We want you to unplug when needed. We believe in taking your time off without guilt and offer accrued paid time off and company paid holidays.

• We care about your development. We support tuition reimbursement after 6 months of service.

APPLICATION DEADLINE: November 8, 2024

Click on video link for an exclusive look into the Jostens experience! https://f.io/HIAsH659

ALL ABOUT YEARBOOK:

The yearbook team creates experiences that champion a culture of belonging, achievement, and pride within each school as well as the yearbook division itself. From manufacturing to sales, the division drives for results through agility and innovation while focusing on the customer – exceeding their needs by delivering an end-to-end custom plan that only Jostens and our sales team can provide. Cross-team collaboration and best-in-class technology platforms ensure we get a yearbook in every student’s hand, create a meaningful book for all students while providing a hassle-free experience for the adviser, staff, administration, and community. Strong relationships and delivering customer-centric solutions are at our core driving each team member to be accountable and champion our market leading experiences.

AMERICANS WITH DISABILITIES ACT (ADA):

Jostens is committed to the full inclusion of all qualified individuals. If reasonable accommodation is required to fully participate in the job application or interview process, or to perform the essential functions of the position, please reach out to our HR team at recruiter@jostens.com or (952) 830-3399.

Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.

California Privacy Policy: https://www.jostens.com/about/california-employee-privacy-policy

California, Colorado, Connecticut, Nevada, or New York Residents Only: The salary range for California, Colorado, Connecticut, Nevada, or New York residents is $80k-90k/annual. Pay is based on several factors including but not limited to education, work experience, certifications, etc.