Customer Service Lead
About The Position
The Customer Service Lead is responsible for driving successful individual and overall team performance results by onboarding and training CSRs, coordinating ongoing training for CSRs, directing daily service center tasks, handling customer issues and escalations, collaborating with other departments, and mentoring the customer service team, and ensuring an important level of customer service. This is a Full Time, Hourly position with open/flexible schedule availability that will include days, evenings, weekends and holidays. American Air & Heat has been a value-driven business since 1986, focused on providing each client with prompt, professional, and trustworthy information to allow them to make the best decisions for their home, family, and comfort, ensuring their 100% satisfaction.
Requirements
- Proven experience leading, coaching, and motivating customer service, call center, or inside sales teams
- Strong customer service mindset with the ability to handle escalated customer concerns professionally and effectively
- Experience managing team performance through KPIs, coaching, reporting, and accountability
- Excellent communication, interpersonal, and problem-solving skills
- Highly organized with the ability to prioritize multiple responsibilities in a fast-paced environment
- Strong computer skills, including Microsoft Office
- Self-motivated leader with a positive attitude, strong attention to detail, and a commitment to continuous improvement
- High School Diploma or equivalent required
- Flexible availability, including evenings, weekends, and holidays as business needs require
Nice To Haves
- ServiceTitan experience preferred
- Experience in HVAC, plumbing, electrical, home services, or a related industry preferred
- Associate's degree preferred
- Bilingual skills are a plus
Responsibilities
- Lead, coach, and develop a team of Customer Service Representatives (CSRs) to deliver an exceptional customer experience while achieving individual and team performance goals
- Onboard, train, and mentor new and existing team members, providing ongoing coaching, feedback, and development opportunities
- Monitor call center performance, scheduling, workload distribution, and KPI results to drive efficiency, service quality, and booking performance
- Serve as the escalation point for customer concerns, resolving issues professionally and ensuring positive outcomes
- Partner closely with Dispatch, Operations, Service, Installation, and other departments to ensure customers receive seamless support throughout their experience
- Analyze team performance data, identify trends and opportunities, and collaborate with leadership to implement process improvements and training initiatives
- Foster a positive, high-performing team culture through communication, recognition, engagement activities, and accountability
- Support ServiceTitan and CRM best practices, ensuring accurate documentation, reporting, and customer record management
- Maintain a strong understanding of company services and processes to effectively support customers and team members
- Assist leadership with special projects, reporting, and other duties as assigned
Benefits
- Competitive hourly pay + weekly pay
- Incentive opportunities
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Paid Time Off (PTO) & Paid Holidays
- Company-Paid Life Insurance
- Short-Term & Long-Term Disability
- Employee Assistance Program (EAP)
- Opportunities for advancement in a company that promotes from within
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
