Director of Client Care

Description

About the Role

One Hour Heating and Air Conditioning is seeking a driven and detail-oriented Director of Client Care to join our Virginia Beach team. The Director of Client Care will report directly to the CEO and be responsible for leading the customer service department, ensuring exceptional client experiences, and implementing strategies to enhance customer satisfaction and retention. This role requires a proactive leader who can develop and optimize processes, manage a team, and foster a culture of outstanding service.

Responsibilities

• Oversee the Client Care team (currently 10 team members), ensuring high levels of customer service and responsiveness.
• Develop and implement customer service policies, procedures, and best practices to improve client satisfaction and efficiency.
• Monitor key performance metrics and drive initiatives to enhance customer retention and loyalty.
• Train, coach, and mentor Client Care representatives, dispatchers, and managers to ensure consistency in service delivery.
• Manage customer inquiries, escalations, and conflict resolution with a focus on positive outcomes.
• Collaborate with internal departments (operations, sales, and dispatch, service) to ensure a seamless client experience.
• Implement feedback mechanisms, surveys, and reporting to measure customer satisfaction and identify improvement areas.
• Leverage technology and CRM systems to streamline processes and enhance client communication.
• Develop strategies to proactively address client concerns before they escalate into larger issues.
• Maintain a strong knowledge of HVAC services and offerings to provide accurate and timely client support.
  
  

Benefits

• Competitive pay based on experience
• Monthly and yearly bonus opportunities
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k)
• Opportunities for professional growth
  
  

Requirements

• 5+ years of experience in customer service, client relations, or a related leadership role.
• Strong leadership and team management skills with experience leading a customer service team.
• Process oriented and solution oriented
• Strong history of flexibility to modify day to day responsibilities to execute and deliver.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Proven ability to analyze data, track key performance metrics, and implement improvements.
• Experience working with CRM software and customer service platforms like Successware21.
• Ability to multitask, prioritize, and work in a fast-paced environment.
• Strong attention to detail and a commitment to delivering exceptional client experiences.
  
  

Nice To Have (not Required)

• Experience in the HVAC, home services, or service industry.
• Background in process improvement and customer experience strategy.
• Knowledge of dispatching and scheduling best practices.