Client Care Assistant Manager

Gateway Services•Northborough, MA

1d•Onsite

About The Position

The Client Care Assistant Manager supports the Client Care Team and reports to the Client Care Manager. In collaboration with the Client Care Manager or another senior Client Care leader, this role oversees daily operations, ensures high-quality service delivery, and fosters a positive work environment. The position monitors performance, provides training and support to team members, and implements strategies to improve customer satisfaction and team efficiency. The role is based at Final Gift Pet Memorial in Northborough, Massachusetts. It is full-time, with a Tuesday–Saturday schedule and a minimum of 40 hours per week. Hours are mostly first shift, but flexibility is required. The position typically works in an office environment, may involve occasional holiday, evening, or weekend hours, and may require travel up to 50% for meetings and training.

Requirements

High school diploma or equivalent.
At least 2 years of experience in a supervisory or leadership position.
Proven experience in a customer service role.
Strong interpersonal and communication skills, including written and verbal communication, and the ability to motivate and engage team members.
Proficiency with customer service software and standard office applications.
Excellent problem-solving skills and the ability to handle stressful situations calmly and effectively.
Demonstrated commitment to customer satisfaction and service excellence.
Ability to work independently with minimal supervision and meet scheduled timelines and budgets.
High integrity, ethics, and compassion for the care of the deceased.
Ability to identify key issues and propose practical solutions.
Ability to plan, prioritize, and execute activities and projects.
Effective time-management skills and strong attention to detail.
Strong interpersonal skills and ability to maintain relationships with team members.
Flexibility to work as needed, including occasional holidays, evenings, or weekends.
Ability to travel up to 50% for meetings and training.
New Gateway employees must successfully pass the E-Verify employment verification check.

Nice To Haves

Bachelor’s degree in business, communications, or a related field.

Responsibilities

Supervise and coordinate Client Care team activities to provide responsive, high-quality customer service.
Monitor and evaluate team performance metrics, coaching and providing feedback to improve service levels.
Handle escalated customer inquiries and complaints and ensure timely resolution and customer satisfaction.
Work with HR, Learning and Development, and Operational Excellence partners to develop and implement training for new hires and ongoing professional development for existing team members.
Foster a supportive environment for team members assisting customers experiencing varying levels of emotion and grief.
Collaborate with other departments to address customer needs and improve service delivery.
Schedule staff with the Client Care Manager or another senior Client Care leader to ensure peak-hour coverage and balance team workloads.
Prepare regular reports on team performance, customer satisfaction, and operational metrics for management review when required.
Support inbound and outbound calls during volume spikes or when staffing is insufficient for call volume.
Verify direct reports’ timecards for payroll accuracy.
Review time-off requests for approval or rejection.
Coordinate or conduct training for new and existing team members, including new-hire training.
Provide input and direction on hiring, promotion, and separation decisions for direct-report positions.
Conduct monthly and as-needed one-on-one sessions with direct reports to review performance objectives.
Collaborate with the Client Care Manager or senior Client Care leader on disciplinary matters and performance improvement plans when necessary.
Perform additional duties as assigned.