Customer Care Manager

Heartland Home Services•Des Plaines, IL

About The Position

The Customer Care Manager (CCM) is responsible for providing quality and efficient service to customers & clients through the daily management of a team of Customer Service Representatives (CSRs). This includes hiring, motivating, rewarding, coaching, counseling, training, scheduling, reporting and problem solving. Additionally, the position is responsible for assisting the General Manager with development, analyses and implementation of staffing, training, marketing, scheduling and employee recognition programs. A successful CCM must have the ability to function as a part of a team and be able to think creatively and critically. This role is best satisfied by a friendly, ambitious, and detailed individual who is interested in meeting needs of both their co-workers and customers, who can attend to multiple processes throughout the day. As a full-time team member, in this position you would support all company operations. You will be communicating with employees, vendors, and our clients daily. We are a 5 Star Company from the first touch in the office to the technician completing work in the home. Every team member matters!

Requirements

Administrative and Organizational Experience Required
Highly Attentive to Detail
Excellent Communication Skills- Written and Oral
G-Suite and Microsoft Proficiency
Ability to maintain confidentiality and discretion
Ability to communicate with Management regarding workload
High school diploma/GED required.
Self-starter, reliable, flexibility with hours

Nice To Haves

Associate degree preferred.

Responsibilities

Provide daily directions and communication to employees to ensure client calls are answered in a timely, efficient and knowledgeable manner.
Through hiring, training and feedback ensure a world class client experience on every phone call.
Ensure first jobs each day are booked and confirmed the previous evening.
Review schedule to ensure the right technicians are scheduled for the right jobs and jobs are prioritized correctly.
Assist with supervising and dispatching all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.
Provide outbound calling to supplement the demand that comes in. Responsible for filling the schedule every day or moving calls up on the schedule.
Learn Adjustable Capacity and monitor and update all field staff changes for booking tools daily.
Review GLSA calls to dispute incorrect leads and control spend.
Resolve client concerns timely and efficiently.
Verify all reviews in Service Titan and respond to any negative or off-platform reviews.
Provide support to Call Center, especially during breaks, meetings, or on high-volume days.
Support on any financing processes, and send reports to parties involved.
New employee onboarding liaison: culture, processes, org structure, resources, benefits, and technology.
Plan and execute special events for staff & community partners- including holiday parties, meals, appreciation events- with support from Admin Coordinator and GM.
Participate in planning Employee engagement/retention programs, like competitions and celebrations.
Order Holiday gifts, company merchandise, swag, promo products, and print materials as directed by GM.
Collect and report out Call Center KPI’s, and present at Office Staff Meetings monthly.
Provide SG&A budget information to GM and review as needed.
Learn Audience segmentation and proactively create and manage outbound campaigns via various communication channels.
Write and administer performance reviews for skill improvement.
Provide appropriate coaching, counseling, direction and resolution.