Customer Service Representative Lead

Smart Care Equipment Solutions • Addison, TX

13d • Onsite

About The Position

Turbo Technicians, a Smart Care Equipment Solutions company, is a fast-growing Nationwide service company specializing in speed oven, coffee and espresso technology. We are currently seeking a skilled Customer Service Lead to provide support to field personnel and deliver best-in-class customer support for national and local clients. Candidates need experience in Phone and email customer service, possess excellent analytical and organizational skills, and have the ability to multitask in a fast-paced environment.

Requirements

• High School Diploma or equivalent
• 2-4 years’ proven experience in a customer service lead role is required
• Ability to work in a rapidly changing environment, both independently and as a team
• Excellent verbal & written communication and professional customer service skills are a must
• Strong time management and multitasking skills
• Experience with performance management and KPI tracking
• Proficiency with Outlook, Excel, Word, and the ability to learn new software platforms
• This position requires a drug test and background check

Responsibilities

• Manage an on site team of 3-10 customer service agents' schedules, training, coaching, etc.
• Manage service requests via phone and email from national and local customers
• Create work orders and assign to teams using CRM software
• Work hands-on with representatives to ensure quality standards and resolve escalated customer issues
• Provide support to dispatch agents, work order management, updating customer ETAs and obtaining work approvals
• Communicate professionally with client management and store partners to ensure all service requirements are met

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED