Customer Service Team Lead

trane technologies•Big Rock Township, AR

1d•$52,800 - $93,660•Remote

About The Position

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world. Learn about our benefits designed for you to Thrive at work and at home. We boldly go.

Requirements

5+ years of work experience
Bachelor’s degree or 5 years of customer service experience in retail or commercial environment.
Multi-tasking ability and superior organization skills
Experience in a call center environment is ideal
Proven consistency with meeting and exceeding goals in current or previous position
Aptitude to motivate a team
Customer service oriented and problem-solving mentality
Keen understanding of managing to KPI’s
Experience in CRM software (Sales Force) and call center telephony systems
Proficient in Microsoft Office programs

Responsibilities

Responsible for interviewing and selecting qualified team members
Coaching team members on call technique and approach to help resolve customer issues and provide the customer with the best experience possible.
Conduct one-on-one goal setting meetings with each team member periodically.
Live observation of team member with customer. Provide feedback and talk through the process
Solicit customer service daily goal from each representative and motivate them to hit their goal.
Use daily reports in the system to keep customer service representatives aware of their weekly and monthly performance.
Works across SBU to provide consultative support to Customer Service teams.
Explains process and guidelines to team members.
Ensures company policies and procedures are followed to accomplish business objectives.
Gather, analyze and utilize data to make informed business forward decisions
Provide onboarding and on-going customer service training to reiterate the key customer service skills/tactics
Assist with managing technology, desktops, laptops and telecommuting of employees
Execute effective scheduling of team to ensure operational efficiency
Build and implement performance development programs, new hire training, policies, and procedures
Assist with compensation agreement, hours worked, and commission program
Maintain strong communication with multiple departments, such as shipping & receiving, sales, finance & collections to ensure all customer issues are being resolved in a timely manner