Client Care Manager

Brothers Plumbing, Heating & Electric; Denver (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

Brothers Plumbing, Heating & Electric is seeking a hands-on Leader for the Client Care department in the Denver area. You will supervise CCR performance, enforce company policies, and drive service quality. Experience in customer service, management, and Service Titan is preferred.

Responsibilities include monitoring calls for quality, preparing reports, and conducting CCR onboarding and training. You may also serve as a Dispatcher backup and participate in HR-led evaluations.

Qualifications

• Customer service experience required.
• Management experience required.
• Service Titan experience preferred.
• Knowledge of Windows Operating System.
• Proficient and advanced computer and typing skills.
• Basic understanding of the Denver Metro Area.

Responsibilities

• Oversee daily performance of Client Care Representatives (CCR).
• Represent the company professionally and enforce policies.
• Monitor and score CCR calls for quality and booking rate optimization (min 2 calls/week per CCR).
• Prepare and host department meetings and required reports.
• Lead onboarding and training for CCRs, including dispatching and phone skills.
• Act as backup Dispatcher/Dispatch Manager as needed.
• Develop and maintain a training manual for the Client Care Department.
• Perform quarterly and annual evaluations with HR for compensation and KPI tracking.
• Assist with Service Titan questions and reporting.

Skills

Customer service

Management

Service Titan

Windows OS

Typing skills

Denver Metro familiarity

Education

High school diploma or GED

Tools

Service Titan

Job description

Ambassador and spokesperson for the companyWork as a team with other team membersFollow 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 andcorrectly 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 todispatching, computer training, phone skills, script, and paperwork dutiesAct as backup Dispatcher/ Dispatch Manager for coverageDevelop and maintain a training manual for the Client Care DepartmentPrepare 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 needsPerforms related work as assigned.Travel for additional personal development and training as needed.Assist with troubleshooting & fixing issues with phone system.Customer Service ExperienceManagement ExperienceService Titan Experience preferred.Knowledge of the Windows Operating systemProficient & advanced computer and typing skills.Basic understanding of Denver Metro AreaMinimum high school diploma or GED equivalentBasic math and reading comprehension.On going management and technical training will be required from time to time outside of the office and after hours.