Job Description
Collective Power, Independent Spirit. LaunchPad Home Group is a family of home services brands that share relationships, support systems, best practices, and capital bases to ultimately enhance the homeownership experience.
We’re looking for a Team Lead to join our Austin-based Client Care team. The Client Care Team Lead will play a crucial role in coordinating inspection appointments, managing the scheduling team, and ensuring efficient and timely service delivery to our valued customers.
Key Responsibilities
- Handle escalated calls to ensure proper and efficient resolution of customer concerns.
- Lead and supervise the scheduling team to ensure smooth operation and excellent customer service.
- Coordinate the assignment of inspectors to optimize schedules for maximum efficiency.
- Liaise with clients to provide exceptional customer support.
- Oversee the maintenance of accurate records of appointments, inspections, and customer communications using our scheduling software.
- Monitor team performance, provide coaching and training as needed, and implement strategies to improve productivity and service quality.
- Collaborate with other departments to streamline processes, resolve scheduling conflicts, and enhance overall operational effectiveness.
- Stay updated on industry trends, regulations, and best practices to ensure compliance and uphold the company's reputation for excellence.
Qualifications & Skills
- Bachelor's degree or equivalent practical experience preferred.
- Previous experience in scheduling, sales-oriented customer service, or related field required.
- Exceptional organizational and time management abilities, with keen attention to detail.
- Proficiency in using scheduling software and other relevant tools.
- Strong leadership skills with the ability to motivate and inspire team members.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Ability to thrive in a fast-paced, deadline-driven environment.
- Effectively prioritize tasks, maintain focus, and work autonomously to achieve objectives.
Preferred Qualifications
- Knowledge of home and commercial property inspections is a plus.
- Prior call center experience and familiarity with key metrics are a plus.
Work Environment
- This role is hybrid/onsite in Austin, TX
- This position requires availability for rotational weekend shifts as needed.
If you're passionate about delivering exceptional customer service and leading a team to success, we invite you to apply for the Client Care Team Lead position today.
