Customer Care Manager

Home Comfort; Des Plaines (IL); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k) company match

Health, Dental and Vision Insurance

Life & ADD Insurance

PAID Holidays

PAID floating holidays

Company celebrations

Job summary

Heartland Home Service is seeking a Customer Care Manager to lead a team of CSRs, hire and train staff, and optimize scheduling for service calls. You will coach, monitor performance, and ensure a world-class client experience while supporting the General Manager with staffing and engagement initiatives.

The role requires strong communication, organization, and confidentiality, with a focus on improving processes and driving team performance in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• Associate degree preferred.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication.

Responsibilities

• Provide daily directions and communication to employees to ensure client calls are answered promptly and knowledgeably.
• Hire, train, coach and schedule staff while monitoring KPIs and budget impact.
• Supervise dispatching of service calls to optimize scheduling and customer satisfaction.
• Plan and execute employee engagement activities and events with leadership support.
• Prepare performance reviews and provide coaching for skill improvement.
• Support financing processes and report SG&A metrics to GM.

Skills

Attention to detail

Communication skills

G-Suite proficiency

Microsoft Office

Confidentiality

Team leadership

Time management

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 criticallyThis 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 daysSupport on any financing processes, and send reports to parties involvedNew employee onboarding liaison: culture, processes, org structure, resources, benefits, and technologyPlan and execute special events for staff & community partners- including holiday parties, meals, appreciation events- with support from Admin Coordinator and GMParticipate in planning Employee engagement/retention programs, like competitions and celebrationsOrder Holiday gifts, company merchandise, swag, promo products, and print materials as directed by GMCollect and report out Call Center KPI’s, and present at Office Staff Meetings monthlyProvide SG&A budget information to GM and review as neededLearn 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.BenefitsCompany matching 401(k)BCBS Health,Dental and Vision InsuranceLife & ADD InsurancePTOPAID birthday (Floating Holiday)PAID HolidaysA fantastic team environment and the support of a larger Family of BrandsQualificationsAdministrative and Organizational Experience RequiredHighly Attentive to DetailExcellent Communication Skills- Written and OralG-Suite and Microsoft ProficiencyAbility to maintain confidentiality and discretionAbility to communicate with Management regarding workloadHigh school diploma/GED required. Associate degree preferred.Self-starter, reliable, flexibility with hoursHeartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.