Manager of Customer Care at YSTA Services Inc – Fort Worth, Texas

Position Title: Manager of Customer Care

Full-Time/Part-Time: Full-Time

Shift ID: Days
Created By: Alyssa Komarek

Number of Openings: 1

Number Filled: 0

Exempt/Non-Exempt: Exempt

Location: Corporate

Open Date: 2/23/2025

EOE Statement:
Our Company fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide
employment, compensation, and other benefits related to employment based on qualifications, without regard to race,
color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law. In accordance with requirements of the Americans with Disabilities Act and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. BE ADVISED: This application is only valid for the position for which you are applying and
only for the dates this specific positon is open and accepting applications.

Category: Customer Care

Description:

Position: Manager of Customer Care
Company: Payless Power
Location: Fort Worth, TX 76118 (In-office)
Shift: 9 AM - 5 PM, Monday - Friday
Salary: $70k to $80K + Annual Bonus (up to 50% of pay)

"You Can Access the Survey Here"
https://go.cultureindex.com/s/uvLA5ofqBX

(You may have to copy the link and paste into your Browser)

Are you a rockstar who is fun and persuasive, yet also a direct and analytical person comfortable taking the lead? Do you consider yourself adept at creating and nurturing relationships with a team where there is the existence of robust processes to drive strong outcomes? Would people describe you as driven and highly reliable? Are you known for your ability to execute within your area of expertise?

Our Mission: We are a community of talented, bold, and creative people dedicated to simple, affordable electricity for all.

Our Values: Caring, Integrity, Ownership, Fun, & Innovation

What You’ll Do:

• Lead and Inspire: Manage a team of customer service representatives, ensuring they meet and exceed company standards.
• Drive Service Excellence: Create and implement customer service strategies to enhance the overall customer experience.
• Account Resolution & Escalations: Handle escalations and resolve complex account issues effectively, ensuring customer satisfaction.
• Team Coaching: Monitor performance, offer feedback, and help your team grow and improve.
• Employee Engagement: Develop strategies to keep the team motivated and reduce turnover.
• Training & Development: Oversee training programs to ensure your team has the skills needed to succeed.
• Compliance & Reporting: Ensure all activities comply with industry regulations and provide regular reports on team performance and customer metrics.
• Project Leadership: Lead customer service enhancements, including system upgrades and new service rollouts.
• Budget Management: Oversee the department budget and optimize resource use

Position Requirements:

• Experience: 5+ years of experience managing customer service teams in a call center, preferably in utilities or account resolution.
• Bilingual: Fluency in both English and Spanish is required.
• Servant Leadership: Passion for supporting others and fostering a positive work environment.
• Attention to Detail: Strong organizational skills with the ability to manage multiple priorities effectively.
• Communication Skills: Excellent verbal and written communication in both English and Spanish.
• Problem-Solving: Ability to remain calm under pressure and efficiently resolve escalated issues.
• Ownership Mentality: Proactive, solution-oriented, and committed to team success.
• Education: High school diploma required; an associate’s or bachelor’s degree is preferred.
• Systems Knowledge: Proficiency in SmartGrid, SharePoint, NICE InContact, and Max Agent is required.

What We Offer:

• Comprehensive Benefits: Competitive salary with the potential for a 50% annual bonus, health insurance, retirement plans, and paid time off.
• Training: Comprehensive training on policies, procedures, and company values.
• Meaningful Work: Help us deliver affordable electricity to families in need.
• Supportive Environment: A workplace that values innovation, care, and fun.
• Career Growth: Opportunities for professional development and advancement within a stable, dynamic company.

Payless Power is an Equal Opportunity Employer.