Customer Care Manager at Hyperion Solutions – Richmond, Indiana

Position: Manager, Customer Care
Location: Richmond, IN
FLSA Classification: Exempt
Travel: Minimal – up to 10% for customer visits

Hyperion Solutions is headquartered in Memphis, Tennessee with offices around the United States. As a unified group of integrated brands, Hyperion Solutions designs, manufactures, and services parts for the installation, modernization, and maintenance of both commercial and residential elevators. Our products and services include mechanical equipment, repair services, and digital solutions for elevator movement, management, and safety. We deliver to our customers application expertise, critical evaluation, creative resolutions, and ultimately satisfied property owners. As a rapidly growing company we are continuously looking for positive, energetic, passionate people to join our team.

Hyperion Solutions is currently seeking an experienced Manager of Customer Care to join our Commercial team based out of Richmond, IN. Reporting to the Director of Customer Care, this position plays an integral part on the team by leading a team of customer service representatives, ensuring exceptional service delivery, and fostering a positive work environment. This role requires a blend of leadership, problem-solving skills, and customer-centric focus to meet and exceed customer expectations while supporting team development and operational efficiency.

Leadership and Team Management:
o Supervise a team of technical sales, customer service and after-sales support representatives, providing guidance, coaching, and performance feedback to ensure high-quality service delivery.
o Lead by example, promoting a positive, collaborative work environment that encourages open communication and teamwork.
o Conduct regular team meetings to address issues, share updates, and reinforce company values and service standards.
o Develop and maintain schedules to ensure adequate coverage, balancing workload and optimizing response times.
o Support the recruitment, training, and onboarding of new team members to maintain a strong, competent team.

Customer Service and Support:
o Ensure customer inquiries, complaints, and requests are resolved in a timely and satisfactory manner, upholding the company's customer service standards.
o Serve as an escalation point for complex or unresolved issues, working with customers directly when needed to find solutions.
o Monitor customer feedback, analyze trends, and provide recommendations for process improvements based on customer needs and concerns.
o Collaborate with other departments to resolve customer issues and improve inter-departmental workflows for a seamless customer experience.

Performance Management and Reporting:
o Set clear performance goals and objectives for the customer service team, ensuring alignment with department and company goals.
o Track and evaluate team performance metrics, such as response time, first-contact resolution, and customer satisfaction scores.
o Prepare and present regular reports on team performance, identifying trends, challenges, and areas for improvement.
o Use data-driven insights to coach team members individually, ensuring continuous performance enhancement and development.

Process Improvement and Efficiency:
o Analyze current processes to identify inefficiencies, recommend improvements, and implement solutions to enhance customer service delivery.
o Develop and update standard operating procedures (SOPs) and guidelines to maintain consistency and quality in customer interactions.
o Stay updated on industry best practices and technology trends in customer service to drive innovation within the team.
o Participate in cross-functional projects aimed at improving the overall customer experience and streamlining workflows.

Compliance and Quality Assurance:
o Ensure that the customer service team adheres to all company policies, as well as industry regulations and standards.
o Conduct regular quality assessments of team interactions to ensure they meet established standards for communication, professionalism, and problem resolution.
o Implement training programs and refresher courses to keep the team updated on compliance requirements and best practices.

Job Requirements:
BS/BA in business, mechanical engineering or related field is preferred
Five or more years of elevator industry experience required
Three or more years in a management role preferred
Must be mechanically inclined, analytical, creative and be able to work in a team environment
Must possess superior skills in organization, communication, problem solving, understanding customers’ decision-making process, verbal and written communication and multitasking
Must have prompt and regular attendance, a sense of urgency, self-motivation, and discipline
Must be proficient with Microsoft Office and Windows OS including Outlook, Excel, Word, PowerPoint, popular web browsers and search engines, familiarity with ERP systems preferred
Experience with Salesforce, Tableau or other analytics platforms preferred

Capabilities:

Communicates effectively:
o Shares information with the team. Actively listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.
o Strong interpersonal skills & ability to engage and communicate with internal & external partners at all levels of the organization

Manages performance:
o Has an authentic interpersonal style that engages others and encourages high performance. Uses personal influence to encourage and support.

Develops talent:
o Values the difference that each team member makes and connects their role to organizational and team success. Provides direction and guidance in team and collaborative settings. Provides timely guidance and feedback to help others strengthen specific knowledge and develop skill areas to accomplish tasks or solve problems.

Supports organization goals and values:
o Actively supports organizational goals and values. Aligns actions around organizational goals. Gives priority to organizational needs and concerns when making decisions.

Decision making:
o Identifies issues, problems, and opportunities, recognizing issues, problems, or opportunities, and determines whether action is needed.
o Commits to action by implementing decisions or initiates action within a reasonable time.
o Involves others by including them in the decision-making process as warranted to obtain good information, make the most appropriate decisions, and ensure buy-in and understanding of the resulting decisions.

Hyperion is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, services, programs and activities.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Benefits
At Hyperion Solutions, Inc. we understand that our employees are our most valuable asset. We offer a competitive salary, generous benefits package, opportunities for advancement and a positive work environment that recognizes initiative and enables personal growth.