• Responsible for being a liaison between employees and AVP Customer Care • Receives direction from AVP Customer Care to ensure metrics are being met • Provides guidance around daily direction and communication to employees so that responsibilities are completed in a timely, efficient and knowledgeable manner. • Receives direction from AVP Customer Care to provide performance feedback, process confirmation, and coaching on a regular basis to each team member. • Ensures employees have appropriate training and other resources to perform their jobs. • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. • Works with AVP Customer Care to address disciplinary and/or performance problems according to company policy. • Assists the VP and AVP Customer Care with daily operations to include the development, analyses and implementation of staffing, training, corrective action, scheduling and reward/recognition programs. • Works as a member/leader of special or ongoing projects that are important to area/process improvement. • Shares continual responsibility for deciding how to manage the employees, ensuring calls and other duties are handled efficiently and effectively. • Works with AVP Customer Care to establish work procedures and processes that support the company and departmental standards, procedures and strategic directives. • Uses appropriate judgment in upward communication regarding department or employee concerns. • Assists with incoming Customer Care phone calls or other Customer Care duties as needed. • Able to handle customer care escalation calls and requests to speak with a supervisor. • Performs other duties as assigned.