Opportunity Profile

Client Care Manager

Our Mission

To provide Opportunity and Super Experiences to our Team, Clients, Agents, and all we serve.

Our Vision

To deliver Super Home Services to 75,000 homeowners annually.

Values

F.R.E.E.D.O.M

Fearless, Respectful, Excellence, Education, Diligence, Opportunity, Motivation.

Culture

Being a superhero is hard, and we will expect your best every day. We place a high priority on integrity, dependability, punctuality, extraordinary customer satisfaction and going above and beyond the job profile. We offer a great work atmosphere, competitive salary, flexible schedule, and healthcare benefits.

Company Expectations

Show up on time, show up ready to go, work while at work, focus on the great client experience, strive to be physically fit, mentally fit, and emotionally stable. Be kind to all, and if a client is disgruntled, kill them with kindness. Look for opportunities for the company and for yourself. Seize opportunity when it arises, plan your time, have a plan, set personal and professional goals, dress appropriately, and persevere when difficulty arises. Be clear about the company’s vision and your personal vision. Be effective, not perfect. Take time for refreshment and relaxation when needed, respect your coworkers, and be a part of the team.

Position Overview

Your role as Client Care Center Manager is to lead a department that is devoted to giving our internal and external clients exceptional customer service through genuine personal warmth, an optimistic attitude, team orientation, empathic skill, and conscientiousness. You will work closely with your lead to determine company goals and complete strategic and tactical planning. You will oversee the day-to-day operations of the Client Care Center and will be held accountable to seeing the department achieve desired results.

Primary Responsibilities

Team Leadership:

· Lead and motivate a team of customer service representatives.

· Conduct regular team meetings to communicate goals, updates, and provide necessary training.

· Foster a positive and collaborative work environment.

Performance Monitoring:

· Responsible for driving sales and delivering results that meet monthly goals.

· Implement and monitor key performance indicators (KPIs) to ensure individual and team goals are met.

· Analyze performance data to identify areas for improvement and implement strategies for enhancement.

Training and Development:

· Develop and conduct training programs for new and existing staff.

· Provide ongoing coaching and feedback to improve individual and team performance.

Quality Assurance:

· Establish and enforce quality standards for customer interactions.

· Conduct regular quality assurance assessments and provide feedback to the team.

Operational Efficiency:

· Implement processes and procedures to enhance overall call center efficiency.

· Identify and address operational bottlenecks and challenges.

Customer Satisfaction:

· Monitor customer feedback and implement strategies to improve overall customer satisfaction.

· Address escalated customer issues and ensure timely resolution.

Technology Utilization:

· Stay informed about the latest call center technologies and implement tools to enhance efficiency and customer experience.

· Collaborate with IT to address technical issues and improve system performance.

Reporting and Analysis:

· Prepare regular reports on team and individual performance.

· Analyze trends and make data-driven recommendations for improvement.

Budget Management:

· Assist in the development and management of the call center budget.

· Optimize resource allocation to ensure cost-effectiveness.

Communication:

· Maintain open and effective communication channels with other departments.

· Liaise with senior management to provide updates on call center performance.

Qualifications

· A minimum of one year’s experience managing a call center.

· Bachelor's degree in business, management, or a related field.

· Proven experience in call center management or a similar role.

· Strong leadership and team management skills.

· Excellent communication and interpersonal abilities.

· Analytical mindset with a focus on continuous improvement.

· Knowledge of call center technologies and best practices.

Benefits

· Medical, Dental and Vision Insurance

· 401(k)

· Life Insurance

· Employee discount

· Flexible work schedule

Why Join Us:

Super Team Services mission is to provide Opportunity and Super Experiences for our Team, Clients, Agents, and all we serve. We offer our internal and external clients an exceptional customer service experience with our YES mentality. We celebrate our mistakes just as much as our wins and take responsibility for the service we provide.

If you're passionate about serving others, and leading a team of motivated and competent individuals to success, this position is for you.

To apply, please submit your resume and complete our application by visiting https://superteamservices.com/careers/

Job Type: Full-time

Pay: $22.00 - $28.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Weekends as needed

Experience:

• Call center: 1 year (Required)

Work Location: In person