Client Care Lead

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.