POSITION SUMMARY: 

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NEW HEIGHTS BMC MEDIA guides brands, businesses, agencies and start-ups through the concept and development of user-friendly advertising & marketing products, promotions, and strategies that highlight the uniqueness of each brand’s proposition.

CUSTOMER CARE MANAGER

The Customer Care Manager will work very closely with all business development personnel, including the Product Development Director, Chief Technology Officer, and the entire Sales Team (Sales & Marketing Director, Account Executives, and Coordinator). role primarily involves communicating with our customers either via phone, email or face-to-face in relation to our product or service, plus potentially overseeing a team of Customer Service agents.

The Customer Care Manager performs as the “customer relations representative” on behalf of the company – acting as liaison between the company, and our advertising client businesses and partnering sponsors. The Customer Care Manager’s role is to provide superb and outstanding customer service and focus to all client accounts, following effective customer service procedures, implementing company customer loyalty programs, and attaining customer satisfaction goals set by management.

The Customer Care Manager is expected to establish a friendly rapport and foster a professional relationship, providing hands-on care management to all accounts created for purposes of print, digital, online web, and/or featured promotional advertisements. Therefore, it is paramount that the Customer Care Manager know and understand all company values and always act in a professional manner – using language and professionalism that aligns with that of the company

The Customer Care Manager will work closely with IT Tech Support, Merchant Services Manager and Advertising Clerk to develop

and maintain a customer advertising ‘database’, as well as develop and manage a non-advertising business target database.

ESSENTIAL FUNCTIONS (MAJOR DUTIES & RESPONSIBILITIES):

The initial staff is expected to assume multiple roles while undertaking multiple responsibilities.

The Customer Care Manager will assist with projects, as well as manage job duties, which may include, but are not limited to:

• Supervise day-to-day operations in the customer service department.
• Respond to customer service issues in a timely manner.
• Site visits to business properties to resolve issues if necessary
• Enforce effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement all of company’s customer loyalty programs.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on findings.
• Hire and train new customer service agents.
• Manage the approved budget of the customer service department.
• Stay informed on the latest industry techniques and methods.
• Perform and oversee data acquisition, data processing, data extraction and data entry
• Create and maintain client and ad agency advertising accounts
• Finalize all data collection and review findings, and prepare draft report on findings
• Discuss reports with Executive Management
• Develop advertising account ‘database, populate with existing information and update with new or updated information
• Make recommendations for updating/keeping account info current
• Review, revise and finalize and prepare advertising account documents
• Attend and gather business information at all company (project) events

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