Client Care Manager
- Ambassador and spokesperson for the company
- Work as a team with other team members
- Follow all company philosophies, policies, and procedures.
- Follow all company safety rules and requirements.
- Enforce company philosophies, policies, and procedures within the Client Care department.
- Represent the company in a professional manner.
- Oversee daily performance of CCR’s.
- Empower CCR’s to perform roles and responsibilities with quality and efficiency.
- Act as backup for Client Care team, answering phone overflow as needed.
- Quality Control: Monitor phone calls to assure that they are answered timely and
correctly to maximize booking rates and client experience.
- Listen to, review & score recorded calls from CCR’s for quality assurance; ensuring professional practice is being processed. (a minimum of 2 calls per week per CCR)
- Complete required reports to assure CCR’s team members are meeting job expectations.
- Prepare and host department meetings as scheduled based on external department meetings.
- Complete interview + offer process of new CCR’s as needed.
- Complete termination process of CCR’s with guidance of HR Manager ad needed.
- Conduct all aspects of onboarding and training for CCR, including but not limited to
dispatching, computer training, phone skills, script, and paperwork duties
- Act as backup Dispatcher/ Dispatch Manager for coverage
- Develop and maintain a training manual for the Client Care Department
- Prepare evaluations for all CCR’s including stats and performance notes based on KPI’s on client care expectations and job description.
- Perform evaluations for all CCR’s on annual basis and 90 days post phone date and ensure HR Manager receives notice evaluation, pay increases.
- Assist Operations Team + CCR’s with questions on Service Titan (basic functions and reporting)
- Reevaluate, adapt and innovate CCR processes and adjust as business needs
- Performs related work as assigned.
- Travel for additional personal development and training as needed.
- Assist with troubleshooting & fixing issues with phone system.