Client Care Center Lead

2 weeks ago


Clarksville, Tennessee, United States Benjamin Franklin Plumbing of Clarksville, TN Full time
Job OverviewBenefits Include:
  • 401(k) plan
  • 401(k) matching contributions
  • Comprehensive dental coverage
  • Health insurance options
  • Paid time off
  • Opportunities for training and development
  • Vision insurance

POSITION SUMMARY:
The Client Care Center Lead oversees the Client Care Representatives and reports directly to the Office and Business Manager.

KEY RESPONSIBILITIES:

- Supervise and assist in managing incoming client communications, emphasizing the importance of first impressions for the company.
- Ensure all calls are answered promptly, ideally before the third ring, utilizing the designated company greeting and script.
- Proactively inform clients if there are any delays in technician arrivals and assist in rescheduling appointments as needed.
- Regularly reach out to Call Agreement Membership clients to maintain engagement.
- Guarantee that all technicians and installers arrive punctually for their scheduled appointments.
- Collaborate with the Sales and Marketing Manager to achieve monthly revenue targets.
- Develop weekly work schedules for Client Care Representatives and Dispatchers.
- Train team members on the effective use of SuccessWare Call Taking, Call Center, and Dispatching Modules.
- Maintain accurate records of call metrics, including aborted calls, cancellations, and lead goals.
- Strive for a call conversion rate of 90% or higher on incoming inquiries.
- Utilize call scripts consistently to uphold company standards in professionalism and objection handling.
- Confirm appointments with clients prior to dispatching technicians to minimize no-show incidents.
- Input job details into the database immediately to ensure accurate daily revenue tracking.
- Exhibit confidence and proficiency in selling products and services over the phone.
- Uphold and promote the Code of Ethics, Team Rules, and Team Philosophy throughout the organization.


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