We are looking for aLead Customer Service Representativeto help lead a high-performing Customer Service team and set the standard for exceptional customer interactions.
Key Responsibilities
- Lead the CSR team's daily performance and set the standard for excellent customer service.
- Handle a high volume of inbound customer calls while meeting personal service and sales goals.
- Step in to assist with difficult, escalated, or sensitive customer calls.
- Lead daily huddles and weekly CSR team meetings with clear agendas, coaching points, priorities, and follow-up.
- Prepare and deliver daily, weekly, and monthly performance reports.
- Monitor key metrics including call volume, booking and conversion rates, abandon rates, sales targets, and follow-up completion.
- Coach and support Customer Service Representatives to improve call-handling and sales performance.
- Identify customer needs and build strong customer relationships through clear and professional communication.
- Provide accurate and complete information using the appropriate systems and resources.
- Follow up on pending and recommended work to ensure opportunities are not missed.
- Learn the plumbing, HVAC, and restoration business and help train team members on services, systems, and call-taking procedures.
- Support a positive, professional, and customer-focused team culture.
Qualifications
- Proven experience in a high-volume call center, customer service, telemarketing, dispatch, or similar environment.
- Strong ability to handle upset or frustrated customers and turn challenging calls into positive experiences.
- Comfortable reviewing and reporting performance data using call reports, spreadsheets, dashboards, or similar tools.
- Ability to lead effective team meetings, keep discussions on track, and communicate clear next steps.
- Confident and professional phone presence.
- Strong written and verbal communication skills.
- Reliable attendance and scheduling.
- Ability to learn new software quickly and train others.
- Strong organizational skills and attention to detail.
- Ability to work independently while also supporting and motivating a team.
Preferred Qualifications
- Experience in plumbing, HVAC, restoration, or another home-services industry.
- ServiceTitan experience.
- Previous experience coaching, training, or evaluating Customer Service Representatives.
- Bilingual English/Spanish.
Physical Requirements
This position is primarily performed in a climate-controlled office environment.
- Must be able to lift, push, pull, and/or move up to 25 pounds.
- Regularly required to sit, stand, walk, stoop, bend, squat, open doors, and climb or descend stairs.
- Ability to operate standard office equipment, including computers, phones, copiers, and scanners.
