What are the responsibilities and job description for the Client Support Manager position at Triple T Plumbing, Heating & Air?

At Clarion Home Services Group, we are dedicated to creating a differentiated experience within the home services industry (HVAC, electrical, and plumbing) through building an enterprise comprised of high-quality and growing brands supported by a best-in-class organizational culture, team, and operating model. For our associates and customers, our mission is to “answer the call”. Whether it be through creating a great place to work or a great place to come home to, we are dedicated to serving in differentiated ways that lead to “Happy & Healthy Homes”.

Apply fast, check the full description by scrolling below to find out the full requirements for this role.

In this role as Client Support Manager, your primary duty will be to provide leadership and oversight of client support representatives and operations including inbound calls and all correspondence. This position will report to the Call Center Director and typical hours will be 8 : 00am-5 : 00pm CST Monday through Friday, with occasional weekend availability needed sporadically throughout the year.

Why Work for Clarion Home Services Group?

Fantastically fun work culture
Medical (three affordable medical plans to choose from), Dental and Vision Insurance
Company paid Life Insurance and Employee Assistance Program for yourself, spouse, and children.
Company paid Short-Term and Long-Term Disability
Optional Flexible Spending Accounts, Health Savings Accounts, Supplemental Medical insurance, Pet Insurance, and ID & Legal Shield
401k with company match
Professional and Personal Development, Including Continued Education Assistance
Paid time off & 9 Paid Holidays

Qualifications :

High School Diploma or GED

Minimum of 3 years of experience in call center setting

Strong customer service and communication skills with the ability to build trust and demonstrate empathy.

Highly organized and detail oriented

Ability to thrive in fast-paced environments and high-demand peak seasons.

IT competent – efficient typist, proficient with Microsoft Outlook, Work, and Excel, and phone systems

Competitive individual contributor who also loves to win as a team.

Previous customer service experience or experience in homes services setting highly preferred.

Primary Job Functions :

Manage the performance and associate development of assigned CSR / DSR Teams.

Maintain consistent communication with key stakeholders (i.e., GMs, VSMs, Supervisor, CSMs) in the business regarding business metrics, local branch needs and updates regarding your business unit.

Evaluate business needs to determine call booking / customer service needs and review with GM daily for collaboration and approval.

Development of direct reports through 1 : 1 coaching and training.

Maintain data input and evaluation to ensure that business unit is performing to standards.

Continued improvement of processes and customer experience in partnership with other Client Success Managers.

Work closely with GMs and VSMs to ensure we provide exceptional customer service and that we are maintaining a successful call board for our businesses.

Participate in training to enhance customer service, boost sales, and develop team and leadership skills.

Special projects or tasks as requested by your manager.

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Client Support Manager

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