- Ambassador and spokesperson for the company
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Work as a team with other team members
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Follow all company philosophies, policies, and procedures.
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Follow all company safety rules and requirements.
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Enforce company philosophies, policies, and procedures within the Client Care department.
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Represent the company in a professional manner.
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Oversee daily performance of CCR’s.
- Empower CCR’s to perform roles and responsibilities with quality and efficiency.
- Act as backup for Client Care team, answering phone overflow as needed.
- Quality Control: Monitor phone calls to assure that they are answered timely and
correctly to maximize booking rates and client experience.
- Listen to, review & score recorded calls from CCR’s for quality assurance; ensuring professional practice is being processed. (a minimum of 2 calls per week per CCR)
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Complete required reports to assure CCR’s team members are meeting job expectations.
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Prepare and host department meetings as scheduled based on external department meetings.
- Complete interview + offer process of new CCR’s as needed.
- Complete termination process of CCR’s with guidance of HR Manager ad needed.
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Conduct all aspects of onboarding and training for CCR, including but not limited to
dispatching, computer training, phone skills, script, and paperwork duties
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Act as backup Dispatcher/ Dispatch Manager for coverage
- Develop and maintain a training manual for the Client Care Department
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Prepare evaluations for all CCR’s including stats and performance notes based on KPI’s on client care expectations and job description.
- Perform evaluations for all CCR’s on annual basis and 90 days post phone date and ensure HR Manager receives notice evaluation, pay increases.
- Assist Operations Team + CCR’s with questions on Service Titan (basic functions and reporting)
- Reevaluate, adapt and innovate CCR processes and adjust as business needs
- Performs related work as assigned.
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Travel for additional personal development and training as needed.
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Assist with troubleshooting & fixing issues with phone system.
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Customer Service Experience
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Management Experience
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Service Titan Experience preferred.
- Knowledge of the Windows Operating system
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Proficient & advanced computer and typing skills.
- Basic understanding of Denver Metro Area
- Minimum high school diploma or GED equivalent
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Basic math and reading comprehension.
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On going management and technical training will be required from time to time outside of the office and after hours.
