Customer Inquiry & Experience Lead

Home Instead Senior Care Granville, OH; Columbus (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Home Instead Senior Care Granville, OH is seeking a Service Inquiry Manager to lead our customer service inquiry team, overseeing client interactions across channels and driving a customer-centric culture. Strong leadership, coaching, and data-analysis skills are essential to improve client satisfaction.

The role partners with sales, technical support, and operations to streamline processes and deliver exceptional service in a fast-paced environment. In-person work in Central Ohio is required.

Qualifications

• Proven leadership experience supervising customer service or call center teams.
• Strong communication skills in English; multilingual abilities are a plus.
• Experience identifying and driving process improvements using data and KPIs.

Responsibilities

• Lead and supervise a team of inquiry representatives to maintain high performance and quality.
• Manage inbound and outbound client inquiries via multiple channels with professionalism.
• Develop and implement training programs on customer service, negotiation, and technical proficiency.
• Utilize CRM systems to track interactions, analyze data, and generate reports for decision-making.
• Collaborate with sales, technical support, and operations to improve client experiences.
• Monitor KPIs related to call center management and customer satisfaction metrics.
• Drive continuous improvement by analyzing analytics and feedback to optimize workflows.

Skills

Leadership

Multi-lingual

Project management

Communication

MS Office

CRM analytics

Team development

Negotiation

Tools

CRM systems

Microsoft Office Suite

Job description

Home Instead Senior Care Granville, OH is seeking a Service Inquiry Manager to lead our customer service inquiry team, overseeing client interactions across channels and driving a customer-centric culture. Strong leadership, coaching, and data-analysis skills are essential to improve client satisfaction.

The role partners with sales, technical support, and operations to streamline processes and deliver exceptional service in a fast-paced environment. In-person work in Central Ohio is required.