Call Center Lead

COOPER HEATING & COOLING INC•Broomfield, CO

11d•$22 - $24•Onsite

About The Position

The CSR Lead is a senior Customer Service Representative who supports daily call-center operations while leading by example. This role balances hands-on call handling with peer support, quality oversight, and process reinforcement, ensuring consistent performance, professionalism, and customer experience across the CSR team. The CSR Lead is not a manager, but a trusted point of support for CSRs, Dispatch, and Leadership.

Requirements

1.5 years of Customer Service Representative experience in a call‑center, home‑services, or high‑volume customer support environment
Demonstrated high booking performance and consistent call‑quality scores
Strong problem‑solving and critical‑thinking skills and able to hep define policies to resolve these problems, especially in fast‑moving or high‑pressure situation
Experience with complex scheduling, capacity management, and coordinating with leadership on job prioritization
Proven ability to resolve customer and technician conflicts quickly, professionally, and with sound judgment
Completion of Power Selling Pros training (or similar customer‑experience, call‑handling, or soft‑skills program)
Excellent communication skills—clear, confident, empathetic, and professional
Strong technical aptitude with CRM, dispatching, or call‑center software (ServiceTitan experience preferred)
Ability to coach peers informally, answer questions, and reinforce standards without formal authority and oversee CSR projects
High attention to detail in documentation, lead accuracy, and follow‑through
Reliable, consistent, and able to set the pace for call quality, tone, and customer care

Nice To Haves

Experience supporting onboarding or mentoring new CSRs
Familiarity with HVAC terminology, service workflows, and membership programs
Prior experience in a lead, senior, or floor‑support role
Strong understanding of capacity planning and dispatch coordination
Bilingual (English/Spanish)
Completion of Power Selling Pros training (or similar customer‑experience, call‑handling, or soft‑skills program).

Responsibilities

Lead by Example (Primary Function)
Handle inbound and outbound customer calls at a high level.
Maintain strong booking performance, call quality, and professionalism.
Model best practices for call flow, tone, objection handling, and customer care.
Consistently present Cooper’s Green Club Maintenance program.
Peer Support & Floor Leadership
Serve as the first point of contact for CSR questions during the day.
Provide real-time support on scheduling challenges, objections, and system questions.
Assist new CSRs with onboarding support and day-to-day guidance.
Help reinforce call standards, expectations, and workflows.
Quality & Performance Support
Monitor call quality informally and flag trends or concerns to leadership.
Help identify opportunities for improvement (missed bookings, call gaps, process issues).
Support follow-ups on missed calls, abandoned calls, or unresolved customer issues.
Assist leadership with performance tracking when requested.
Responsibilities may change based on business needs
Cross-Department Collaboration
Work closely with Dispatch to support efficient scheduling and capacity flow.
Communicate with Service, Sales, and Install teams to ensure clean hand-offs.
Support daily huddles by sharing wins, call trends, and team needs.