Assistant Manager Advocacy & Advisement (Remote)

Who We Are

At Intoxalock a member of the Mindr family of brands, we are dedicated to being a force for good. That's why we provide substance use safety, detection and monitoring products and services that help people live responsibly and keep communities safe.

Always aware. Always Guiding. Never Restricting or judging.

What You’ll Be Doing

The Assistant Manager of Advocacy & Advisement will play a critical leadership role in Compliance. This position will be responsible for providing leadership, direction and driving improvement in service quality and customer experience within the Compliance department through training and advocacy efforts. They will be directly responsible for all aspects of offshore resource oversight. They will also manage the day-to-day activities of new hire and ongoing training, resolution of customer issues surfaced through social media, and ensuring successful resolution to customer escalations. The primary objective of this role will be to promote exceptional customer experiences, which is expected to yield positive results in customer retention and acquisition.

• Manage daily operational activities for advocacy/escalations as well as training and development.
• Develop and maintain process documentation for associated processes
• Develop, maintain, and implement new hire training, training level certification, and ongoing training to support improved first call resolution and customer satisfaction scores
• Implement processes to monitor and resolve customer satisfaction complaints to maintain target customer satisfaction scores and social media rankings.
• Ensure globalized support teams are performing within expectations and following quality guidelines.
• Participate in weekly monitoring and calibration sessions; ensure alignment across the training, quality assurance, social media, and offshore support teams.
• Closely monitor teams performance and correct as needed.
• Identify and implement process efficiencies and improvements for processes under their oversight.
• All other duties as assigned.
  
  

What You’ll Bring To The Table

• A minimum of 3+ years managing Call Center operations, preferably in an inbound Customer Service capacity.
• Prefer a minimum of an Associate's Degree or equivalent experience. Bachelor's Degree a plus.
• Ability to clearly document and communicate procedures.
• Ability to lead, develop and motivate a team of on-site and remote team members.
• Extremely strong organizational, planning and problem-solving skills with the ability to prioritize multiple issues and produce viable solutions.
• Friendly, patient and helpful customer-centric focus on resolving issues.
• Use of critical thinking and judgment skills to make a sound decision once all aspects of the review have been completed.
• Excellent oral and written communication skills and the ability to effectively communicate to a broad customer base.
• A sense of urgency, a strong work ethic, and a positive attitude
• Excellent computer skills and knowledge of Call Center technology required.
  
  

Why work for us?

Check out this list of a few of the many good reasons why we are a Top Workplace:

• Salary range is $68,200.00- $88,000.00 annually +potential 5% annual bonus incentive + 401(k) + benefits.
• We are the nation’s largest interlock provider, and our Mission is to help people live and drive responsibly.
• Mindr won the 2023 Top Workplace Award locally and nationally–and 2024 Best Place for Working Parents Award
• Growth Oriented- 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
• A comprehensive and highly competitive benefits package, including:
• Dental Insurance
• Health Insurance
• Vision Insurance
• 401(k)
• Paid Holidays
• Paid Time Off
• Ongoing Professional Training online via Litmos
• And more
  
  

Equal Opportunity Employer

It is and will continue to be the policy of CST, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex or genetic information.