Eric Buhr Email & Phone Number

Client Services and Operations professional who is passionate about improving the customer experience and always looking for new ways to improve the operational side. A big lover of the outdoors and interested in bridging the gap to make nature accessible to all whether a local park or big adventure. Specialties: Skilled in Microsoft Office, communication skills, vendor relations, first-hand experience surviving in the wilderness.

Listed skills include Customer Service, Microsoft Office, Customer Satisfaction, Training, and 26 others.

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  Member Services Manager

  Zipcar

  Apr 2018 - Present - Seattle, Washington, United States

  •Manage a team of 8-14 Member Services Coordinators who act as Tier III support, handling ~3,000-6,000 tickets a month depending on the season. Contact Center Tier I (Phone) & Tier II (Email) support escalate around 10% of their volume.•Coordinate a fully remote team across five major metros that are distinct from the contact center vendor. Team's primary communication with members is through email, with phone and text available as options. •Current team responsibilities include escalations involving billing concerns, account and application assistance, technical bug support, BBB, and legal complaints, among other tasks. •Responsible for setting the focus of the team as member and community-centric, emphasizing judgment calls and de-escalation skills. •As a newly created position, developed the role through several iterations to meet the company's needs through system and personal changes.•Responsible for interviewing, hiring, scheduling, coaching, setting SMART goals, and other HR-related duties. •Ensure team has necessary resources and tools by updating internal documentation and proper tool access as Zipcar migrates to a new operating system.•Resolve issues for team by identifying gaps in policy and service and work with Manager to advocate for necessary changes that require other department's support. •Other responsibilities include forecasting, reporting, developing team-specific training & documentation, and ensuring team is meeting company goals. •Personal highlights include assisting the team through pandemic shrinkage/growth and assisting with migrating contact centers by establishing a training curriculum and spending 3 weeks on-site to ensure a smooth roll-out.