Client Care Assistant Manager in Northborough, Massachusetts at Gateway Business Services Inc

Location: Final Gift Pet Memorial-Northborough, MA

Compensation: $60,000 per year (DOE). Plus 5% annual bonus.

Schedule: Full-Time; Tues-Sat (hours are mostly 1st shift, but require flexibility to work as needed).

Benefits: Industry-Leading Benefits Package

Job Overview

Client Care Assistant Manager, reporting into the Client Care Manager is responsible for supporting our Client Care Team. In collaboration with the Client Care Manager, or other Sr. Client Care Leader, the ideal candidate will be responsible for overseeing daily operations, ensuring high-quality service delivery, and fostering a positive work environment. This role will involve monitoring performance, providing training and support to team members, and implementing strategies to enhance customer satisfaction and team efficiency.

Duties & Responsibilities

• Supervise and coordinate the activities of the Client Care team, ensuring responsive and high-quality service to our customers.
• Monitor and evaluate team performance metrics, providing coaching and feedback to improve service levels.
• Handle escalated customer inquiries and complaints, ensuring timely resolution and satisfaction.
• In conjunction with HR, Learning and Development and Operational Excellence partners, develop and implement training programs for new hires and ongoing professional development for existing team members.
• Foster a supportive environment for team members who are supporting varying levels of emotion and grief.
• Collaborate with other departments to address customer needs and improve service delivery.
• In collaboration with the Client Care Manager or other Sr. Client Care Leader schedule staff to ensure optimal coverage during peak hours, balancing workload across the team.
• When required, prepare regular reports on team performance, customer satisfaction, and operational metrics for management review.
• Support inbound and outbound calls when volume spikes or staffing is not adequate for volume.
• Verify timecards of direct reports to ensure accurate payroll.
• Review time off requests for approval or rejection.
• Coordinate or conduct training for all new and existing team members, including new hire training.
• Give input and direction to the hiring, promotion and separation of direct report positions.
• Conduct monthly and as required 1:1 sessions with direct reports to review current performance objectives. When necessary, collaborating with the Client Care Manager or Sr. Leader of Client Care provide disciplinary and performance improvement plans.
• Additional duties as assigned

Education, Training & Qualifications

• High school diploma or equivalent; bachelor’s degree in business, communications, or a related field preferred.
• Proven experience in a customer service role, with at least 2 years in a supervisory or leadership position.
• Strong interpersonal and communication skills, with the ability to motivate and engage team members.
• Proficient in using Customer Service software, and standard office applications.
• Excellent problem-solving skills and the ability to handle stressful situations calmly and effectively.
• Demonstrated commitment to customer satisfaction and service excellence.

Skills & Abilities

• Demonstrated leadership skills, with a strong focus on operations and business processes.
• Demonstration of working independently with minimal supervision, meeting scheduled timelines and budgets
• A high level of integrity, ethics, and compassion for the care of the deceased.
• Demonstrated ability to identify key issues and propose practical solutions.
• Demonstrated ability to plan, prioritize and execute activities and projects.
• Effective problem-solving and time management skills
• Effectively communicate, written and verbal
• High level of integrity and worth ethic
• Strong attention to detail
• Strong interpersonal skills with the ability to maintain relationships with team member

Working Conditions

• This position typically requires working in an office environment and may involve occasional holidays, evening or weekend hours, to ensure coverage during peak times.
• May need to travel up to 50% to attend meetings and provide training.
• Regularly bending, stooping, crouching, kneeling, sitting, repetitive motion, hand/wrist/finger motion

If you're looking for more than just another job and want to build a career with a company that values people, purpose and professionalism, we'd love to hear from you.

Apply today and become part of the Gateway team.

New employees to Gateway will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov