The HT Group is hiring for a Client Care Team Manager who will be responsible for overseeing and leading a team of customer support sales representatives for a company that specializes in Commercial & Residential Moving. The manager will ensure metrics are implemented and tracked, customer inquiries are handled efficiently, and leads are converted into booked services.
Position Type: Full-time (Onsite)
Location: North Austin, TX
Responsibilities
- Build and develop a team of customer service and inbound sales representatives, ensuring they meet performance targets for call volume, lead conversion, customer satisfaction, and revenue generation.
- Conduct regular one-on-one meetings, team coaching, and performance reviews to develop the sales team and maintain high morale.
- Provide ongoing training and support to ensure the team has up-to-date knowledge on services, promotions, and moving industry best practices.
- Foster a positive, collaborative, and customer-centric environment within the team.
- Monitor inbound call performance to ensure the team is meeting or exceeding sales goals, including conversion rates, average order value, and upsell opportunities.
- Develop and implement sales strategies, scripts, and processes for team efficiency and effective customer engagement.
- Analyze sales metrics to identify trends, improve performance, and achieve targets.
- Create and maintain regular sales performance reports and use sales data to guide coaching and enhance team performance.
- Provide insights to management to improve sales operations and drive growth.
- Ensure all inbound inquiries are handled in a professional, efficient, and empathetic manner. Resolve any escalated customer concerns or issues, ensuring a positive customer experience.
- Collaborate with the operations teams to ensure smooth transitions from sales to service delivery.
Qualifications
- 3+ years of experience in an inbound sales or customer service environment, preferably in a call center or moving services industry.
- At least 1-2 years of experience in a managerial or supervisory role within a sales-focused team. Strong leadership, coaching, and team-building abilities.
- Proven track record of meeting or exceeding sales targets and KPIs.
- Excellent communication, negotiation, and interpersonal skills. High level of organization and attention to detail.
- Proficiency with CRM software and sales tools. Strong analytical and problem-solving skills.
- High school diploma required; Bachelor’s degree in Business, Marketing, or a related field preferred.
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