Contact Center Lead

Frank Gay Residential•Pine Castle, FL

About The Position

The Contact Center Lead will be responsible for ensuring a 5-star customer experience, improving department procedures, and training staff. This role involves monitoring interaction quality, optimizing schedules, handling escalated complaints, and maintaining confidentiality. The lead will also be responsible for keeping up-to-date with service and product information and providing feedback to management.

Requirements

A minimum of three (3+) years of call center supervisory/management experience required
Friendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environment
Positive team-player that works well with others and demonstrates good camaraderie skills
Ability to build relationships with a wide variety of internal and external contacts
Excellent written and verbal communication skills
Must have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlines
Ability to cope with pressure and rapidly changing priorities
Ability to remain calm, patient and professional when dealing with difficult customers / situations
Ability to achieve targets and goals
Ability to recognize when staff needs additional training and/or assistance
Microsoft Office proficiency/ technologically savvy
Must be able to pass background check and drug screen
Must be authorized to work in the United States

Nice To Haves

Call center experience in HVAC and/or Plumbing industry desired, but not mandatory
Familiarity with Service Titan software a big plus

Responsibilities

Demonstrates our core values every single day: Service, Teamwork, Integrity, and Quality
Strives for nothing below a 5-star customer experience with every interaction
Continuously improves Customer Excellence department procedures & protocols
Develops curriculum and trains new hires as well as existing CSRs/Dispatchers to ensure consistent and accurate standards of operation are met
Monitors the quality of staff interactions to ensure excellent customer service
Utilizes appropriate training resources to support and continually develop staff skills
Provides additional training to staff that need further support
Holds staff accountable for engaging with customers in a courteous and helpful manner
Ensures Dispatch Board & Technicians' schedules are optimized on a daily basis
Keeps up with service and product information and updates
Provides timely feedback to management regarding service failures and/or client concerns
Answers customers' calls and inquiries via company’s social media accounts and other web services
Handles any escalated customer complaints in a professional manner and provides resolutions
Demonstrates positive and cooperative behavior with customers and coworkers
Maintains required documentation and records to meet best practices
Maintains strict confidentiality of company data and other employment information
Maintains confidentially on all private, sensitive, and proprietary business issues and concerns
Performs other related tasks, duties and responsibilities as assigned by manager
The company reserves the right to add or change duties as needed