Client Care Manager
Good Life Brands, LLC
- Sarasota, FL
- $50,000-80,000 per year
- Permanent
- Full-time
- 401(k)
- Bonus based on performance
- Company parties
- Competitive salary
- Dental insurance
- Employee discounts
- Flexible schedule
- Free food & snacks
- Free uniforms
- Health insurance
- Help or transport service
- Home office stipend
- Opportunity for advancement
- Paid time off
- Profit sharing
- Relocation bonus
- Signing bonus
- Training & development
- Vision insurance
- Create a culture of CARE and EXCELLENCE within the call center team.
- Manage all functions and operations of the call center to ensure efficiency and effectiveness.
- Recruit, train, and supervise a team of call center representatives and supervisors.
- Maintain a properly staffed, trained, and motivated workforce to meet customer demand.
- Monitor and analyze call center metrics to identify areas for improvement and implement strategies to enhance performance.
- Ensure adherence to company quality and efficiency standards through regular monitoring and coaching.
- Handle escalated customer concerns with professionalism and empathy, striving for resolution and customer satisfaction.
- Collaborate with other departments within A/C Warehouse to optimize operations and enhance the customer experience.
- 5+ years of experience in customer service, with at least 3 years in a call center management role.
- Previous experience in the HVAC industry is a plus.
- Strong leadership skills with the ability to inspire and motivate teams.
- Excellent communication skills, both written and verbal.
- Proficient in Microsoft Office Suite and call center software (e.g., Service Titan).
- Ability to prioritize tasks and manage multiple projects in a fast-paced environment.
- High school diploma or equivalent required; Bachelor's degree preferred.
- Occasionally lift 5-10 pounds.
- Good visual acuity and ability to operate computer-aided call management hardware/software.
- Regularly spend long hours sitting in a cubicle office environment.
- Majority of workday spent on the telephone interacting with customers and technicians.
- Maintain confidentiality on all business issues and concerns.
- Willingness to continue professional development through training.