Client Service Manager; Developmental

Objective

The Client Service Manager will work with the Owner to manage and develop all client services for Senior Helpers within the franchise territory. This is an hourly position. This is a developmental role potentially leading to internal growth and upward mobility.

Owner

The Care Team Manager (CTM) will be responsible for overseeing, managing, and developing caregivers for Senior Helpers of Southwest Pittsburgh within the franchise territory. This will include all caregiver hiring, recognition programs, training, and performance improvement. This is a developmental role potentially leading to increased responsibility and stature.

• 401k
• Health Insurance including Major Medical
• Dental Insurance
• Vision Insurance
• Short-term & Long-term Disability
• Life Insurance
• Weekly Bonus structure as well as revenue growth milestone bonus

• Great Place to Work® Certified
• Autonomy
  —We encourage our team members’ independence and believe in our team to complete their job duties without micromanaging.
• Task Variety
  —We provide an engaging workday that uses your various skill sets to avoid monotony.

• Confirms that clients and their families are satisfied with the Senior Helpers services, and communicates findings to the Owner
• Coordinates client activities such as field trips and in-home activities, and oversees the lending library
• Takes service inquiry calls and follows up with leads to meet revenue goals
• Seeks opportunities to up-sell and promote added hours through various means
• Supports the Owner in generating up to 20% internal growth each month
• Has a regular communication process for new clients
• Introduces caregivers to clients
• Visits clients as directed by the Owner
• Responsible for sending out client birthday cards
• Must be willing to accept an occasional care shift as demand requires
• Some weekend duties will be required
• Other duties as assigned.

This job description may be modified at any time by the franchisee. Other duties and responsibilities as may be assigned by the franchisee or OD.

• Must have excellent organizational skills, attention to detail, and the ability to prioritize in a changing environment
• Must have excellent phone skills and follow-up skills with prospects, clients and client families
• Proactive problem prevention and issue resolution leadership ability
• Minimum of six months experience in a customer service role
• Industry experience preferred
• Bachelor’s degree and one year of related work experience strongly preferred
• Proficiency in Microsoft Word, Excel, Internet, and Outlook required
• Ability to learn other software programs quickly
• Strong verbal communication skills, especially using the telephone
• Ability to work independently and as part of a team

* This is not a full list of role responsibilities and is subject to change