Client Care Manager

Brothers Plumbing; Denver, Northern (CO, KY); Hybrid; USD 70,000 - 85,000; Full time

Job summary

Brothers Plumbing in Denver, CO seeks a driven leader to serve as ambassador and oversee the Client Care department. You will coordinate a team, enforce policies, monitor CCR performance, and ensure quality control across calls and processes.

The role requires solid customer service and management experience, familiarity with Service Titan, Windows OS, and strong computer skills; a high school diploma or GED is required. On-site work with ongoing training is expected.

Qualifications

• Customer Service Experience.
• Management Experience.
• Service Titan Experience preferred.
• 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.

Responsibilities

• 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.
• 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.

Skills

Customer service

Management

Computer skills

Typing skills

Education

High school diploma or GED

Tools

Service Titan

Windows OS

Job description

Job Details: Job Location: Main Office - Denver, CO 80216. Salary Range: $70,000.00 - $85,000.00 Salary/year.

• 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.

Qualifications

• Customer Service Experience


• Management Experience


• Service Titan Experience preferred.


• 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.