Head of Client Services - Home Care jobs in Austin, TX

The Client Care Team Lead is an essential, customer-focused role within our home inspection company, designed for a proactive and service-oriented individual. This role demands a leader with a passion for excellence in client service and team development, adept at fostering strong relationships both internally and externally. The ideal candidate will be committed to driving business growth and operational efficiency by ensuring our Client Care Admin team excels in supporting our clients and inspection staff.

ESSENTIAL JOB FUNCTIONS

• Client and Inspector Support: Manage and respond to all types of communication (phone, email, text) for various requests, including quotes, appointments, and report inquiries, ensuring exceptional client and inspector support.
• Quality Control: Conduct thorough reviews of all scheduled inspection orders and client communications to maintain high quality and accuracy.
• Operational Management: Oversee scheduling optimization and accounts receivable processes to ensure maximization of resources and timely payment collection.
• Team Leadership: Provide comprehensive training, guidance, and support to the Client Care Admin team, enhancing their skills and ensuring adherence to company standards.
• Continuous Improvement: Stay updated on industry practices and company offerings; develop and refine training materials and procedures accordingly.

SKILLS AND ABILITIES

• Leadership: Demonstrated ability to lead and motivate a geographically diverse team, fostering an environment of growth and development.
• Organizational Skills: Proficient in managing multiple tasks and priorities effectively, ensuring smooth operational flow.
• Communication Skills: Exceptional verbal and written communication skills, capable of engaging with various stakeholders constructively.
• Customer Service: Strong commitment to resolving client issues in a timely, professional manner.
• Technical Expertise: Comprehensive knowledge of home inspection techniques and protocols.
• Problem-Solving: Creative and critical thinking skills, with a focus on innovative solutions.
• Time Management: Ability to work efficiently in a fast-paced environment, meeting deadlines and managing time effectively.
• Adaptability: Flexible in approach, adapting to changing circumstances and challenges.
• Interpersonal Skills: Excellent at building positive relationships with team members, clients, and other stakeholders.
• Attention to Detail: High level of accuracy and attention to detail.
• Technology Skills: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), Email, Asana, and CRM platforms (e.g., Zoho).

MINIMUM REQUIREMENTS

• Bachelor's degree or equivalent practical experience preferred.
• Previous experience in scheduling, sales-oriented customer service, or related field required.
• Exceptional organizational and time management abilities, with keen attention to detail.
• Proficiency in using scheduling software and other relevant tools.

PREFERRED REQUIREMENTS

• Knowledge of home and commercial property inspections is a plus.
• Prior call center experience and familiarity with key metrics is a plus.