Customer Care Manager — Lead, Coach & Optimize Service

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

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.