Service Inquiry Manager

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

Job Overview

We are seeking a dynamic and highly organized Service Inquiry Manager to lead our customer service inquiry team. In this pivotal role, you will oversee the management of client interactions, ensuring exceptional service delivery across multiple channels. Your leadership will drive a customer-centric culture, foster cross-functional collaboration, and implement data-driven strategies to enhance overall client satisfaction. This position offers an exciting opportunity to influence service excellence while managing a diverse team in a fast-paced environment.

Duties

• Lead and supervise a team of inquiry representatives, ensuring high performance and adherence to quality standards
• Manage inbound and outbound client inquiries via phone, email, and digital channels with professionalism and efficiency
• Develop and implement training programs to coach team members on best practices in customer service, negotiation, and technical proficiency
• Utilize CRM systems to track interactions, analyze data, and generate reports that inform strategic decision-making
• Collaborate across departments such as sales, technical support, and operations to streamline processes and improve client experiences
• Monitor key performance indicators (KPIs) related to call center management, client communication, and customer satisfaction metrics
• Drive continuous improvement initiatives by analyzing analytics and feedback to optimize workflows and service delivery

Skills

• Multilingual proficiency is highly desirable to serve diverse client bases effectively
• Proven leadership skills with experience supervising teams in customer support or call center environments
• Strong management capabilities with expertise in project management and team development
• Excellent communication skills in English; additional language skills are a plus for cross-functional collaboration
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for reporting and analysis purposes
• Technical proficiency with CRM systems and data analysis tools to support data-driven decision making
• Demonstrated ability to manage multiple projects simultaneously while maintaining attention to detail
• Exceptional negotiation skills combined with client communication expertise to resolve issues effectively
• Experience in managing teams within customer service management or customer support roles, emphasizing coaching and analytics skills

Join us as a Service Inquiry Manager and be at the forefront of delivering outstanding client experiences through innovative leadership, strategic thinking, and unwavering commitment to excellence!

This range represents the compensation opportunity for the position and should not be interpreted as the expected starting salary. Starting pay is determined based on relevant experience, qualifications, demonstrated skills, and internal equity. Placement at the upper end of the range is reserved for candidates whose qualifications and experience warrant that level of compensation.

Work Location: In person/Central Ohio