Customer Care Team Lead: Coaching, Scheduling & Ops

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

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.