Client Care Center Manager

Anthony & Sylvan Pools; Rockaway (NJ); On-site; USD 90,000 - 150,000; Full time

Job summary

Anthony & Sylvan Pools is seeking a Manager, Client Care Center to lead a front-line team responsible for lead engagement and conversion across markets. You will own daily performance, coaching, and analytics, driving a high-standard customer experience while partnering with field sales to shape center growth as the company expands nationwide.

You will lead 4 to 10–15 client advisors, establish the center’s cadence, monitor scorecards, and ensure timely escalation of issues.

Qualifications

• Experience leading a front-line team in a contact center or inside sales environment.
• Proven coaching track record with 1:1s and call reviews.
• Experience growing a team through hiring and onboarding.
• Comfort reading scorecards and acting on insights.
• Ability to execute strategy while staying candid about what’s working.
• Exposure to home improvement or high-stakes purchase environments.

Responsibilities

• Lead and grow the Client Advisor team from 4 to 10–15.
• Own daily operating rhythm: staffing, queue, cadence, huddles.
• Track conversion metrics: speed to lead, contact rate, appointments, show rate.
• Identify coaching, process, or systems problems and route fixes.
• Escalate issues to Design Consultants, Sales Managers, and General Managers.
• Maintain scorecards and dashboards for visibility.
• Provide credible performance read and strategic insights from data.

Skills

Front-line leadership

Coaching

Team scaling

Metrics-driven

Strategic execution

Tools

Clarity

Dialpad

Job description

Looking to build something that lasts—literally? At Anthony & Sylvan Pools, your skills create real impact. For nearly 80 years, we’ve been turning backyard dreams into reality as the nation’s largest and most recognizable name in swimming pools. Founded in 1946, we design and build quality inground pools across the U.S., while also offering renovations, modernizations, and ongoing maintenance services. We’re growing fast and seeking candidates who take pride in craftsmanship, value teamwork and safety, and are ready to grow with us. Learn more at anthonysylvan.com.

About the Role

Anthony & Sylvan is standardizing how we engage, qualify, and convert inbound leads — and the Client Care Center is where that happens. Every homeowner who raises a hand, in every market we operate in, comes through this team first. The Manager, Client Care Center brings this vision to life — running the floor, coaching the team, holding the performance standard, and turning strategy into a daily operating rhythm that produces results.

This is not an administrative seat. You will own the numbers, you will be in the calls, and you will be the person the field looks to when lead flow or appointment quality is in question. You will also be the VP of Sales closest partner in shaping where the center goes next — because you'll know it better than anyone.

WHAT YOU'LL OWN

Day-to-Day Performance Management

• Lead and grow the Client Advisor team of 4 and growing toward 10–15
• Run the center's daily operating rhythm — staffing and coverage, queue management, call cadence, escalation, and the huddles and check-ins that keep the team on standard
• Own the center's conversion metrics day to day: speed to lead, contact rate, appointment set rate, and show rate — know where each one stands, and why
• Diagnose the difference between a coaching problem, a process problem, and a systems problem — and route each to the right fix
• Serve as the first line of escalation for Design Consultants, Sales Managers, and General Managers when lead flow or appointment quality issues arise

Measurement & Reporting

• Maintain the scorecards and dashboards that make center performance visible — at the team level and the individual Client Advisor level
• Deliver a consistent, credible performance read: what moved, what didn't, and what you're doing about it
• Bring the ground truth into strategy — surface patterns in call outcomes, objections, and lead quality that the data alone won't show

Coaching & Team Development

• Coach Client Advisors through call reviews, live monitoring, and structured 1:1s — raising the floor and the ceiling
• Set clear performance expectations and hold them consistently; manage underperformance directly and fairly
• Hire and onboard as the team scales — building the ramp, the training path, and the standard that holds as the group grows
• Identify and develop future Client Advisor Leads from within as the center expands

Customer Experience

• Set the tone for how every interaction feels — responsive, informed, and genuinely helpful
• Own experience quality within the lead management lifecycle, and raise the flag early when patterns suggest friction
• Protect the handoff to the field — the center is judged on the quality of what it hands off, not just the volume

WHAT WE'RE LOOKING FOR

Required

• Experience leading a front-line team in a contact center, client care center, or inside sales environment — as the person accountable for the number, not adjacent to it
• A real coaching track record: you've listened to calls, run the 1:1s, and moved individual performance
• Experience growing a team — hiring, onboarding, and holding the standard while headcount climbs
• Comfort operating in metrics — you can read a scorecard, find the story in it, and act on it
• Ability to execute someone else's strategy with conviction, while being candid about what's working and what isn't
• Experience in home improvement, home services, real estate, or another considered, high-stakes purchase environment

Preferred

• You've been part of scaling a center from a small team to a real operation — you know what breaks and when
• Familiarity with lead funnel economics — CPL, contact rate, conversion rate, revenue per lead — and the levers that move them
• Hands-on experience with CRM and telephony platforms (Clarity, Dialpad, or comparable) as a daily operator
• Experience supporting a distributed, multi-market field sales organization
• Exposure to structured sales methodologies and coaching frameworks

HOW WE WORK

We measure what matters and coach to it. We treat the handoff between the Client Care Center and the field as a moment of truth — and we hold both sides accountable for it. We build leaders from within when we can, and we invest in the tools and processes that give our people a real chance to perform .

ACKNOWLEDGEMENT

Position duties and expectations change over time. This job description is not intended to be an all-inclusive, exclusive or exhaustive list of the job functions that an employee in this position may be asked to perform from time to time. The employee may perform other related duties as assigned to meet the ongoing needs of the Company. If there is ever a time that you are unsure what is expected of you, you are expected to meet with your manager and ask questions. If you are unsure how to perform a certain task, ask your manager before performing.