Customer Care Manager (remote)

PCRecruiter - Recruitment Software & Applicant Tracking System; Toronto; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading company providing accessibility solutions seeks a Customer Care Manager to enhance customer experience and support operations. The role involves managing leads, scheduling, and ensuring effective communication with clients in a fully remote position. Ideal candidates are organized, resourceful, and possess excellent communication skills, with a strong customer service focus.

Qualifications

• Five years of experience in customer service or administrative support.
• Proficient in handling inbound and outbound communications efficiently.
• Experience in dispatch scheduling is a plus.

Responsibilities

• Convert leads into scheduled consultations and manage follow-ups.
• Schedule installations and coordinate with field teams.
• Maintain organized and confidential customer files.

Skills

Problem solving

Organizational skills

Customer service mindset

Communication skills

Time management

Tools

Microsoft Office Suite

Job description

Harbinger has partnered with a well established provider of accessibility solutions for residential, commercial, and outdoor use including stairlifts, platform lifts, elevators, and more. Our client provides essential mobility solutions that improve lives. As a trusted brand in a mission driven industry, they are proud to support customers during life-changing moments with products that enhance independence, comfort and safety into their homes. When you join their team, you're not just getting a job, you're joining a company that values people's growth and purpose.
The Customer Care Manager plays a critical role in supporting daily operations and delivering a superior customer experience. This position is responsible for handling incoming leads, scheduling consultations and installations, coordinating internal processes, and ensuring customers receive timely and effective communication throughout their journey. The ideal candidate is organized, resourceful and customer focused with the ability to multitask in a fast-paced environment.

This is a fully remote role.

Essential duties and responsibilities:
• Convert inbound phone and form leads into scheduled in home consultations.
• Make outbound follow up calls to prospective customers to secure appointments.
• Schedule installation appointments and coordinate with field teams.
• Process customer invoices and payments accurately.
• Track inventory levels and assist with product ordering as needed.
• Organize shipments with vendors and transportation companies.
• Generate and maintain operational reports to support leadership.
• Resolve customer problems and complaints promptly and professionally.
• Maintain organized and confidential customer files.
• Document all customer interactions in the company's proprietary CRM system.
• Assist with additional administrative and operational duties as assigned.
• Manage social media on multiple platforms.
• General office management, vacation tracking, ordering printed materials

Qualifications:
• Five years of experience in customer service, administrative support or related role.
• Proven ability to problem solve and determine effective solutions for customers.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Excellent verbal and written communication skills, including conflict management.
• Proficient in Microsoft Office Suite, Word, Excel, Outlook, etc.
• Detail oriented and able to work independently or as part of a team.
• Strong time management and follow through.
• High level of professionalism and customer service mindset.
• Experience in dispatch scheduling is a plus.
• Must be able to pass a criminal background, drug, and reference check.

Contact Harbinger Network:
Harbinger Network Inc. is a Canadian-based firm that serves companies across Canada, a diverse Network of Recruiters, and expertise in over 10 major disciplines. Our mission is to build meaningful careers for Professionals and develop powerhouse teams for all Businesses across Canada. To apply for the position of Customer Care in confidence, please submit your resume to:

Carolina Diaz, Senior Recruitment Advisor
Contact phone number: 1 [phone] Ext 122
Contact email address: [e-mail]
To learn more about Harbinger Network visit www.harbingernetwork.ca or contact us at 905-257-9691. #HNiJobs