Client Care Manager

BROTHERS PLUMBING AND HEATING INC•North Washington, CO

5d•$70,000 - $85,000•Onsite

About The Position

Ambassador and spokesperson for the company Work as a team with other team members Follow all company philosophies, policies, and procedures. Follow all company safety rules and requirements. Enforce company philosophies, policies, and procedures within the Client Care department. Represent the company in a professional manner. 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. Quality Control: 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. (a minimum of 2 calls per week per CCR) 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 Performs related work as assigned. Travel for additional personal development and training as needed. Assist with troubleshooting & fixing issues with phone system.

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.
On going management and technical training will be required from time to time outside of the office and after hours.

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. (a minimum of 2 calls per week per CCR)
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
Performs related work as assigned.
Travel for additional personal development and training as needed.
Assist with troubleshooting & fixing issues with phone system.