Client Care Manager: Training, QA & Ops Lead

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

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.