Customer Care Manager

Heartland Home Services; Des Plaines (IL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k) matching

Health, Dental, Vision Insurance

Life & AD&D Insurance

Paid Time Off

Paid Holidays

Team environment

Job summary

Heartland Home Services is seeking a Customer Care Manager to lead a team of Customer Service Representatives, drive a world-class client experience, and support daily operations with reporting and staff development.

The role involves hiring, coaching, scheduling, and coordinating with the General Manager on staffing and training programs. A friendly, detailed individual with strong communication is preferred for this full-time position onsite.

Qualifications

• Minimum administrative experience required for managing daily customer care operations.
• Strong communication skills, both written and verbal, with clients and staff.
• Experience with scheduling, coaching, and performance reporting is a plus.

Responsibilities

• Provide daily directions and communication to employees to ensure client calls are answered in a timely, efficient and knowledgeable manner.
• Hire, train, coach, and evaluate CSRs to maintain world-class client experience on every call.
• Ensure scheduling and dispatching align with job priorities and client satisfaction.
• Monitor KPIs and provide reports to GM and staff meetings.
• Support call center operations during high-volume periods and staff breaks.
• Assist with development and implementation of staffing, training, and recognition programs.
• Plan employee engagement events and coordinate with Admin Coordinator and GM.

Skills

Administrative experience

Excellent communication

G-Suite proficiency

Microsoft Office proficiency

Discretion and confidentiality

Team coordination

Education

High school diploma/GED

Associate degree preferred

Tools

G-Suite

Microsoft Office

Job description

Job Description: The Customer Care Manager (CCM) is responsible for providing quality and efficient service to customers & clients through the daily management of a team of Customer Service Representatives (CSRs). This includes hiring, motivating, rewarding, coaching, counseling, training, scheduling, reporting and problem solving. Additionally, the position is responsible for assisting the General Manager with development, analyses and implementation of staffing, training, marketing, scheduling and employee recognition programs. A successful CCM must have the ability to function as a part of a team and be able to think creatively and critically This role is best satisfied by a friendly, ambitious, and detailed individual who is interested in meeting needs of both their co-workers and customers, who can attend to multiple processes throughout the day. As a full-time team member, in this position you would support all company operations. You will be communicating with employees, vendors, and our clients daily. We are a 5 Star Company from the first touch in the office to the technician completing work in the home. Every team member matters!

Role Specific Details & Responsibilities:

• Provide daily directions and communication to employees to ensure client calls are answered in a timely, efficient and knowledgeable manner.
• Through hiring, training and feedback ensure a world class client experience on every phone call.
• Ensure first jobs each day are booked and confirmed the previous evening.
• Review schedule to ensure the right technicians are scheduled for the right jobs and jobs are prioritized correctly.
• Assist with supervising and dispatching all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.
• Provide outbound calling to supplement the demand that comes in. Responsible for filling the schedule every day or moving calls up on the schedule.
• Learn Adjustable Capacity and monitor and update all field staff changes for booking tools daily.
• Review GLSA calls to dispute incorrect leads and control spend.
• Resolve client concerns timely and efficiently.
• Verify all reviews in Service Titan and respond to any negative or off-platform reviews.
• Provide support to Call Center, especially during breaks, meetings, or on high-volume days
• Support on any financing processes, and send reports to parties involved
• New employee onboarding liaison: culture, processes, org structure, resources, benefits, and technology
• Plan and execute special events for staff & community partners- including holiday parties, meals, appreciation events- with support from Admin Coordinator and GM
• Participate in planning Employee engagement/retention programs, like competitions and celebrations
• Order Holiday gifts, company merchandise, swag, promo products, and print materials as directed by GM
• Collect and report out Call Center KPI’s, and present at Office Staff Meetings monthly
• Provide SG&A budget information to GM and review as needed
• Learn Audience segmentation and proactively create and manage outbound campaigns via various communication channels.
• Write and administer performance reviews for skill improvement.
• Provide appropriate coaching, counseling, direction and resolution.

Benefits

• Company matching 401(k)
• BCBS Health
• Dental and Vision Insurance
• Life & ADD Insurance
• PTO
• PAID birthday (Floating Holiday)
• PAID Holidays
• A fantastic team environment and the support of a larger Family of Brands

Qualifications

• Administrative and Organizational Experience Required
• Highly Attentive to Detail
• Excellent Communication Skills- Written and Oral
• G-Suite and Microsoft Proficiency
• Ability to maintain confidentiality and discretion
• Ability to communicate with Management regarding workload
• High school diploma/GED required. Associate degree preferred.
• Self-starter, reliable, flexibility with hours

Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Our dedication to unmatched customer service begins with hiring the most talented and motivated team in the business. We offer competitive benefits, employee perks, and many opportunities to advance your career. Our extensive ongoing training means that your skills will exceed industry standards. We are a team made up of a variety of ages, talents, and skills. And most of our staff and technicians have been with us for 5-10 years, so longevity is important, and a fantastic indicator of the culture here. Our leadership team is very hands-on and involved in all areas of the company’s success. We have a growth mindset that fosters collaboration from everyone. We have a ton of fun together. We find it’s important to laugh, even at ourselves sometimes!