The purpose of theCLIENT CARE MANAGER position is to lead the Client Care department in creating, maintaining and continually enhancing the 5-Star customer experience of Ward Plumbing, HeatingAir. TheCLIENT CARE MANAGERsupervises the activities of Client Care department members, and supports each employee's professional development. They also assure Customer Satisfaction and maximize Operational Efficiency by maintaining proper staffing and scheduling of the Client Care Department to ensure coverage during working hours.

Essential Functions:

Customer Service Leadership

• Leads as the Champion of excellent service to our clients, providing direct support for customer escalations or complicated situations that require a solution.
• Develops and maintains a team atmosphere within Client Care, and with other departments
• Manages customer expectations in answering questions about policies and procedures.
• Handles customer escalations and negative feedback with the goal of resolving issues to ensure client satisfaction
• Serves as a role model when coaching employees on how to resolve complex, customer-related issues
• Provides project management leadership on specific cross-departmental projects

Team Performance and Talent Management

• Recruits, interviews, and selects employees. Supervises the work of Client Care employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
• Provides leadership, support and coaching to Client Care team members, emphasizing customer satisfaction, professional growth, collaboration, and mastery
• Discusses job performance problems with employees to identify causes and issues and to work on resolving problems
• Performs skills planning and cross-trains direct reports to ensure sufficient back-up is in place.
• Trains or instructs employees in job duties or company policies or arranges for training to be provided.
• Evaluates employees' job performance; recommends appropriate personnel action
• Is able to function as a working manager taking overflow calls or assisting during high volume

Problem-Solving and Process Improvements

• Serves on cross-functional project teams representing Client Care; works toward common goals
• Serves as primary contact with other departments on process improvement and problem-solving efforts
• Reviews records or reports pertaining to activities such as productivity, payroll. Monitors work activities/ evaluates performance.
• Identifies opportunities for process improvements and works with others to develop these ideas and gain acceptance.
• Implements process improvements, including departmental restructuring, resulting in an enhanced experience for customers and/or improved efficiencies and lower costs.

Policies and Practices

• Implements corporate or departmental policies, procedures, and service standards in conjunction with OperationsService Management
• Interprets and communicates work procedures and company policies to staff.
• Other related duties as assigned.

Benefits:

• 401(k) + company matching
• Health Insurance 100% company paid for employees
• Dental insurance option
• Vision insurance option
• Disability insurance option
• Employee discount
• Paid time off including 7 Company Holidays
• Professional development assistance

Schedule:

• Day shift primarily 7:30am to 4:30pm
• Monday to Friday
• Some evenings, weekends or holidays as required

Supplemental pay types:

• Bonus performance paid quarterly

Education:

• Associates Degree or Higher, commensurate experience or training will be considered

Experience:

• 2 years minimum in customer care or call center
• 3 years minimum supervising or leading a team

License/Certification:

• NC Driver's License (Required)

Work Location:

• Main Office in Sylva, NC 28779
• Well qualified remote candidates within 3 hours driving distance of Sylva, NC 28779 will be considered with required onsite office visits monthly and as needed for company meetings, training, or events.