Customer Service Team Lead - Call Center

Mario Purchaser LLC•Richmond Hill, GA

3d•$18 - $20•Onsite

About The Position

Join our busy Customer Service Team! This is a Full Time, Hourly position, working On-Site at our Richmond Hill GA Branch near Savannah. Since 1986, Canady’s has built a reputation for excellence, integrity, and honesty in providing exceptional residential HVAC and Plumbing services to the community.

Requirements

Call Center Experience
Experience in leading, motivating and encouraging individuals/teams to success in support of Company’s objectives
Excellent oral and written communication skills
Strong leadership abilities that display confidence, decisiveness, and ability to remain objective
Able to manage challenging customer situations with professionalism and empathy
Able to multi-task
Strong problem solving and organizational skills
Proficiency in customer service software and tools
Able to work in a fast-paced environment and under pressure while exuding flexibility and resourcefulness when faced with challenges
Exceptional Customer Service skills
Superior telephonic skills
Professional and able to collaborate with other internal staff
Self-starter with strong self-accountability mindset in achieving set individual and team goals
Self-starter, reliable, flexibility with hours
Strong customer service skills
Present and communicate professionally (written and verbal)
Excellent organizational, detail oriented and follow-through skills
Excellent interpersonal communication skills on a professional and technical level
Must be a critical thinker
Strong English composition skills
Telephone etiquette and working knowledge of email systems
High school diploma/GED required
Strong knowledge in MS Office Suite including proficient use of Excel and PowerPoint

Nice To Haves

Sales
Team Management
SERVICE TITAN / CRM
driving KPI metric / performance results
Associate degree
Bilingual
Experience in the trades helpful: HVAC, plumbing, electrical
Experience with Service Titan

Responsibilities

Onboarding and training of new and experienced CSRs
Monthly work schedule development, daily schedule adherence and workload management, and attendance
Anticipate and handle customer escalation calls and work order/account issues
Monitor customer feedback for appropriate internal communication and resolution
Serve as point of contact with other departments to ensure that customer requests are handled effectively
Communicate with IT to alert them to any systems issues or request systems changes as necessary
Maximize overall call-handling efficiency and minimize call-handling errors by identifying processes that need improvement and working with Customer Service Manager (CSM) to implement changes
Improve overall team success by gathering performance data to develop/modify training, communicate with CSM for CSR development and upper management reporting
Foster a high level of employee engagement and teamwork by working with CSM to promote monthly contests, implement service center improvements, and organize informative and fun monthly team meetings
Keep upper management informed on any issues or roadblocks to success
Completing projects for CSM as needed
Work cross functionally with dispatchers to ensure customer is fully taken care of
Maintain up-to-date knowledge of company products and services
Other duties as assigned