Client Care Manager
About The Position
The Client Care Manager is responsible for overseeing the daily performance of Client Care Representatives (CCR's), empowering them to perform their roles with quality and efficiency. This role involves quality control of phone calls, completing required reports, preparing and hosting department meetings, and managing the hiring and termination processes for CCR's. The manager will also be responsible for onboarding and training new CCR's, acting as a backup dispatcher, developing a training manual, and preparing performance evaluations. Additionally, this role involves assisting the Operations Team with Service Titan, reevaluating and adapting CCR processes, and troubleshooting phone system issues. The position requires ongoing management and technical training, which may occur outside of office hours.
Requirements
- Customer Service Experience
- Management Experience
- Knowledge of the Windows operating system
- Proficient & advanced computer and typing skills.
- Basic understanding of Denver Metro Area
- Minimum high school diploma or GED equivalent
- Basic math and reading comprehension.
Nice To Haves
- Service Titan Experience preferred.
Responsibilities
- Oversee daily performance of CCR’s.
- Empower CCR’s to perform roles and responsibilities with quality and efficiency.
- Act as backup for Client Care team, answering phone overflow as needed.
- Monitor phone calls to assure that they are answered timely and correctly to maximize booking rates and client experience.
- Listen to, review & score recorded calls from CCR’s for quality assurance; ensuring professional practice is being processed.
- Complete required reports to assure CCR’s team members are meeting job expectations.
- Prepare and host department meetings as scheduled based on external department meetings.
- Complete interview + offer process of new CCR’s as needed.
- Complete termination process of CCR’s with guidance of HR Manager ad needed.
- Conduct all aspects of onboarding and training for CCR, including but not limited to dispatching, computer training, phone skills, script, and paperwork duties.
- Act as backup Dispatcher/ Dispatch Manager for coverage.
- Develop and maintain a training manual for the Client Care Department.
- Prepare evaluations for all CCR’s including stats and performance notes based on KPI’s on client care expectations and job description.
- Perform evaluations for all CCR’s on annual basis and 90 days post phone date and ensure HR Manager receives notice evaluation, pay increases.
- Assist Operations Team + CCR’s with questions on Service Titan (basic functions and reporting).
- Reevaluate, adapt and innovate CCR processes and adjust as business needs.
- Perform related work as assigned.
- Travel for additional personal development and training as needed.
- Assist with troubleshooting & fixing issues with phone system.
Benefits
- On going management and technical training will be required from time to time outside of the office and after hours.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
