Do you thrive on the challenge and thrill of managing high-volume, highly competent Support teams? Do you aim to train technicians to address customers with empathy AND technical depth? We perform in a high-volume environment for clients in the hospitality vertical who need their technology working efficiently to serve their customers’ needs. If you’ve ever worked in a restaurant or hotel, you know the demanding pace of customer service. That is the need we’re meeting here at Oracle. Apply now to lead one of these world-class teams!
The Customer Support Manager is a position overseeing dynamic teams of Support professionals with experience ranging from entry-level to Senior. No two days are the same as a leader at Oracle, and you’ll impact change for your employees and clients through robust mentorship programs, continuous improvement programs, and innovation programs.
This position will require on-site hours in Orlando, FL. Help desk is a 24/7 call center including weekends and holidays, and availability for emergent situations.
Job Responsibilities:
- Monitoring Customer Service Associates and evaluating their responses and handling of customer queries and concerns
- Establishing achievable customer satisfaction goals
- Communicating those goals to the customer service team
- Ensuring prompt responses from each Customer Service Associate
- Hiring new Customer Service Associates based on team requirements, standards and corporate direction
- Ensuring the overall satisfaction and loyalty of all customers
- Analytical and metrics driven
- Ability to train and mentor a customer service team
- Excellent written and verbal communication skills
- Effective listening skills, and patience and tolerance when dealing with difficult customers
- Fast response time
- Problem-solving and decision-making skills
- Knowledge about the processes involved in resolving product or service related issues when highlighted by a customer
- Proficiency with company software
- Experience in Food & Beverage industry a huge PLUS.
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from: $85,300 to $178,100 per annum. May be eligible for bonus and equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - M2
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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