Service Inquiry Lead: Customer Experience & Analytics

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

Job summary

Home Instead in Central Ohio is seeking a Service Inquiry Manager to lead the customer service inquiry team, overseeing client interactions across phone, email, and digital channels with a focus on service excellence.

You will foster a customer-centric culture, coach and develop staff, and collaborate with Sales, Technical Support, and Operations to streamline processes and improve overall client satisfaction through data-driven decision making.

Qualifications

• Experience leading customer service or call center teams.
• Strong communication and coaching abilities.
• Proficiency with CRM systems and data analytics.

Responsibilities

• Lead and supervise a team of inquiry representatives.
• Manage inbound and outbound client inquiries by multiple channels.
• Develop training programs to improve service and product knowledge.
• Use CRM data to track interactions and inform decisions.
• Collaborate with sales, tech support, and operations.
• Monitor KPIs for call center performance.
• Drive continuous improvement in workflows and service delivery.

Skills

Leadership

Customer service leadership

CRM proficiency

Data analysis

Cross-functional collaboration

Communication

Project management

Multilingual

Coaching

Tools

CRM systems

Microsoft Office

Job description

Home Instead in Central Ohio is seeking a Service Inquiry Manager to lead the customer service inquiry team, overseeing client interactions across phone, email, and digital channels with a focus on service excellence.

You will foster a customer-centric culture, coach and develop staff, and collaborate with Sales, Technical Support, and Operations to streamline processes and improve overall client satisfaction through data-driven decision making.