Job Information
Robert Half Customer Care Manager in Davenport, Iowa
Description
Are you a people‑first leader who loves developing teams, improving performance, and creating an outstanding customer experience? Do you thrive in fast‑paced environments where coaching, accountability, and positivity all matter? If so… this role was made for you.
We’re looking for a Customer Care Manager to lead our client's Appointment Center/Customer Care team — someone who knows how to build morale, boost KPIs, and bring out the best in every team member.
What Makes This Role Exciting
This isn’t a behind‑the‑glass leadership job. You’ll be in the action — coaching, strategizing, refining processes, and celebrating wins. You’ll shape a team’s culture, impact customer satisfaction, and directly influence company growth.
If you love meaningful leadership and hands‑on impact, you’ll feel right at home.
What You’ll Lead & Own
In this role, you’ll take charge of:
Team Leadership & Coaching
Managing daily operations of the Appointment & Customer Care Center
Providing real‑time coaching through call reviews, scripting feedback, and performance mentoring
Supporting and developing team members to reach their full potential
Driving KPIs
You’ll oversee improvement and consistency in:
Low cancellation rate
Speed to lead
Lead‑to‑appointment conversion
Appointment run rate
Operational & People Management
Running weekly/monthly leadership meetings
Interviewing, evaluating, and partnering with HR on performance management
Supporting hiring, onboarding, and training
Handling escalated customer issues with professionalism
Overseeing receptionist and inside sales teams
Fostering a positive, engaging employee and customer experience
Requirements
Leadership Style That Thrives Here
You'll succeed if you lead like this:
Empathetic and steady — especially with frustrated callers
Team‑first, flexible, and approachable
Strong direction without being authoritarian
An encourager who brings out people’s strengths
A leader who keeps the culture energizing, inclusive, and accountable
We’re looking for someone who can balance kindness with expectations and keep the team inspired while driving results.
What We’re Looking For
An ideal candidate is someone who is:
A strong, confident manager (THIS is the #1 requirement)
From any customer service‑focused background — retail, hospitality, call center, trades, etc.
Comfortable having direct, honest conversations and giving performance feedback
A natural coach who motivates with kindness (not control)
Someone who keeps morale high while holding people accountable
Ready to jump in and help wherever needed
A clear communicator who can address improvements constructively
Bonus: Salesforce experience is 100% teachable — no worries if you haven’t used it before.
Apply today and help us shape the next chapter of our client's Customer Care team!
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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