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Client Care Center Lead
2 months ago
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Training & 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 that every call is answered promptly, adhering to the company’s greeting and communication standards.
- Proactively inform clients if there are any delays in technician appointments and coordinate rescheduling as needed.
- Regularly reach out to clients enrolled in the Call Agreement Membership program.
- Guarantee that all technicians and installers arrive at their scheduled appointments punctually.
- 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 precise records of call metrics, appointment cancellations, and performance goals.
- Strive to maintain a call conversion rate of 90% or higher for incoming inquiries.
- Utilize call scripts consistently to uphold professionalism and address client objections effectively.
- Confirm appointments with clients before dispatching technicians to minimize no-show incidents.
- Input job details into the computer system immediately to ensure accurate daily revenue tracking.
- Exhibit confidence and proficiency in selling products and services over the phone.
- Uphold and instill the Code of Ethics, Team Rules, and Team Philosophy within the team.
