What are the responsibilities and job description for the Client Success Manager (Remote) position at Pink Callers?
About Us: As the only ServiceTitan Certified Call Center, Pink Callers provides fractional remote customer service for HVAC, plumbing, and electrical contractors. Our customer service rockstars, powered by both human expertise and AI-driven efficiency, manage incoming calls and interactions so contractors can focus on their work.
Who You Are:
- You have experience in the skilled trades, providing services to HVAC, plumbing or electrical contractors.
- You have a minimum of 1 year ServiceTitan experience (call center, CSR, dispatcher or call center manager).
- You are seeking a career with a growth mindset and motivation for professional development and have Team Success Managers reporting to you.
- You are flexible to work across CST and EST Time Zone(s)
- You are goal-oriented, able to meet or exceed targets, and have experience managing day-to-day operations.
Your Role Responsibilities:
- Client Relationship Management: Own the client relationship from onboarding through to satisfaction and retention, ensuring each interaction adds value.
- Strategic Advisor: Act as a trusted advisor to clients, helping them achieve goals and demonstrating our services' continued value.
- Client and Team Success Strategy: Develop and implement best practices for client and team success in collaboration with your direct Team Success Manager reports.
Your Leadership Responsibilities:
Hold Team Success Manager accountability to ensure:
- Quality Assurance (QA) Oversight: QA shadowing for CSRs to ensure consistency in client support and service quality.
- Client Coverage Management: Oversee CSR coverage for clients across CST, MST, and PST time zones, ensuring clients receive timely support regardless of location.
- Client Board Compliance: Hold TSM accountable in ensuring CSRs are updating client boards with accurate and complete process documentation, helping maintain seamless and well-documented workflows.
Preferred Skills and Tools:
- Experience with training and managing customer service operations, especially for small-to-medium businesses.
- Hubspot knowledge is a plus.
Benefits:
- Professional growth and paid training.
- Monthly performance incentives.
- Referral bonuses, paid time off, and a $500 bonus opportunity after probation.
Requirements:
- Work Hours: 40 hours per week
- Education: Associate's degree
- Experience: 2 years
Join Pink Callers and embrace a role that offers avenues for professional growth and brings joy to others. Apply now and let's begin this journey together!
We know you will be eager to check the status of your application, what we ask from you is to allow our hiring team time to process all of the amazing candidates that apply, and please do not call. If you call, you will disqualify yourself by not following instructions. Our hiring team will reach out to you if they have any questions.
Requirements
- Work Hours: 40 to 40 hours work
- Required Education: Associate's degree
- Required Experience: None(2) years
Job Type: Full-time
