Client Care Assistant Manager

Gateway Services Inc.•Northborough, MA

15h•$0 - $60,000•Onsite

About The Position

The Client Care Assistant Manager supports the Client Care Team and reports to the Client Care Manager. Working with the Client Care Manager or another senior Client Care leader, this role oversees daily operations, promotes high-quality service, and fosters a supportive work environment. Responsibilities include monitoring team performance, coaching and training team members, handling escalated customer concerns, and implementing improvements to customer satisfaction and team efficiency. The role also supports staffing, scheduling, payroll timecard verification, time-off decisions, hiring and performance processes, and call coverage when needed. The position typically works in an office environment, follows a Tuesday–Saturday schedule with mostly first-shift hours and flexibility as needed, and requires at least 40 hours per week. Travel of up to 50% may be required for meetings and training.

Requirements

High school diploma or equivalent.
Proven customer service experience, including at least 2 years in a supervisory or leadership position.
Strong interpersonal and communication skills, with 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.
Demonstrated leadership skills with a focus on operations and business processes.
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 problem-solving and time-management skills.
Effective written and verbal communication skills.
Strong attention to detail and interpersonal skills, including the ability to maintain relationships with team members.
Flexibility to work as needed; the schedule is Tuesday–Saturday and is mostly first shift.
Ability to travel up to 50% for meetings and training.
Ability to perform work involving regular bending, stooping, crouching, kneeling, sitting, and repetitive hand, wrist, and finger motion.

Nice To Haves

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

Responsibilities

Supervise and coordinate Client Care team activities to ensure responsive, high-quality customer service.
Monitor performance metrics and provide coaching and feedback to improve service levels.
Handle escalated customer inquiries and complaints and ensure timely resolution.
Develop and implement training programs with HR, Learning and Development, and Operational Excellence partners.
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 coverage during peak hours and balance workload.
Prepare regular reports on team performance, customer satisfaction, and operational metrics when required.
Support inbound and outbound calls during volume spikes or staffing shortages.
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 regarding hiring, promotion, and separation of direct-report positions.
Conduct monthly and as-needed one-on-one meetings with direct reports to review performance objectives.
Collaborate with the Client Care Manager or senior Client Care leader on disciplinary actions and performance improvement plans when necessary.
Perform additional duties as assigned.