Client Care Manager

Hourly - Non-Exempt - Full-Time

$27-37/hour - Depending on qualifications

Apply on Indeed - https://www.indeed.com/job/client-care-manager-b7bd1639ff34422f

Benefits:

- Health Insurance

- Dental Insurance

- Vision Insurance

- Paid Time Off

- Paid Holidays

- 401(K) Matching

- Paid Sick Time

About Our Company

Perfect Star Heating and Air Conditioning has over 30 years of experience providing top-notch Residential HVAC services to the East Bay Area. As a locally owned family business and authorized dealer for Lennox, Goodman, and Daikin, we prioritize friendly, honest, and knowledgeable service.

Job Summary

The Client Care Manager plays a pivotal role in supporting the company’s strategic objectives by fostering a culture of care and delivering exceptional customer service. This position ensures that every customer interaction reflects the company’s Core Values and commitment to excellence. The Client Care Manager leads the Client Care team by coaching, mentoring, and developing staff to meet performance metrics and uphold service standards. Responsibilities include managing escalated customer concerns with empathy, maintaining accurate customer records, and driving operational efficiency through quality checks and administrative support. The role requires strong communication skills, a proactive approach to problem-solving, and a dedication to creating positive customer experiences across all touchpoints.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

- Foster a culture of care and service excellence across the Client Care team.

- Lead, coach, mentor, and develop team members to meet performance metrics and uphold service standards.

- Develop and implement customer service policies and procedures.

- Monitor and analyze customer feedback to identify areas for improvement.

- Ensure all customer interactions reflect the company’s Core Values and commitment to quality.

- Manage escalated customer concerns with empathy, professionalism, and timely resolution.

- Coordinate follow-ups and ensure timely resolution of service requests.

- Conduct regular quality checks and provide administrative support to improve operational efficiency.

- Answer inbound customer calls/inquiries and make outbound calls as seasonal demands require always providing exceptional customer service.

- Utilize CRM systems to manage customer data and communication.

- Collaborate with sales, service, and installation teams to ensure seamless customer experiences.

- Promote a proactive approach to problem-solving and conflict resolution.

- Monitor and report on team performance metrics, identifying areas for improvement.

- Prepare regular reports on customer satisfaction metrics and team performance.

- Support onboarding and training of new Client Care Representatives.

- Participate in company-sponsored training and development programs.

- Collaborate with cross-functional teams to ensure seamless customer service delivery.

- Uphold standards of professionalism, ethics, and courtesy in all interactions.

- Perform other duties as assigned to support departmental and company goals.

- Always maintain a professional image.

- Adhere to all performance standards and ethical guidelines outlined in the Team Member Playbook and other relevant policies.

Minimum Qualifications

- 2 years of experience in a supervisory or management role, preferably with the HVAC or home services industry.

- Proven ability to lead, coach, and develop Client Care team to meet performance goals and deliver exceptional client experiences.

- Excellent communication and interpersonal abilities.

- Ability to handle high-pressure situations with professionalism and empathy.

- Proficiency in CRM software (ServiceTitan) and Microsoft Office Suite.

- Proficiency in typing with a minimum speed of 50 words per minute, while maintaining accuracy.

- Highly organized and detail-oriented; must be able to meet tight deadlines and hold team members accountable.

- Ability to perform multiple tasks in a fast-paced environment.

- Exceptional interpersonal and communication skills both written and verbal.

- Ability to lead a team in a team environment.

Physical Demands and Work Environment

- Prolonged Sitting: The role typically requires extended periods of sitting at a desk while using a computer and phone.

- Manual Dexterity: Frequent use of hands for typing, navigating software, and managing phone systems.

- Visual Acuity: Ability to read computer screens and detailed documentation accurately.

- Communication Skills: Clear verbal communication is essential for interacting with customers and technicians.

- Occasional Lifting: May involve light lifting of office supplies or equipment (typically up to 25 pounds).

- Multi-Tasking: The ability to manage multiple calls and tasks simultaneously while maintaining focus.

Working Environment:

- Typically performed in an office setting, which may involve exposure to noise from phones and office equipment.

*Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.