Lead Customer Service Specialist

Service Experts•Depew, NY

15d•$46,134 - $57,668

About The Position

The Lead Customer Service Agent is responsible for monitoring the customer service activities of multiple Customer Service agents to ensure KPI’s and excellent service levels are met. Provides direct monitoring of inbound and outbound call performance to mentor and ensure quality standards. Responsible for directly assisting the Customer Support Center Supervisor in the day-to-day operations of the support center. Performs support functions such as call loading, dispatching, and schedule monitoring as needed.

Requirements

High school diploma or equivalent with 2+ years’ experience working in customer service or other customer-facing environment
Experience or training the use of computers and related systems in an administrative office environment
Must be able to multi-task and work effectively in fast-paced and constantly changing work environment.
Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
Excellent customer-service, communication, and interpersonal skills
Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner.
Ability to communicate with a diverse customer population.
Ability to work effectively in both a team and an independent environment
Ability to make decisions based on established guidelines and procedures
Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Effective organizational and time-management skills.
Must be able to prioritize work based on service demands

Nice To Haves

An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

Responsibilities

Demonstrate proficiency in inbound and outbound call handling KPI’s
Recognized by peers as an authority in support center operations and inbound call handling procedures and processes
Performs scheduled one on one sessions with team members monthly
Preparation, organization and presentation of training and related training materials
Live monitoring of inbound and outbound call performance and direct coaching as needed
Continually maintain working knowledge of all company products, services, and promotions
Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Dispatch as needed to improve accuracy in scheduling and speed of response
Assist in maintaining overall support center performance metrics
Answering incoming phone calls from customers and other support center duties as assigned
Maintain good customer relations and ensure that all calls meet Service Experts’ standards
Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)
Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
Maintain customer records by updating account information
Communicate with customers on the status of service calls and handle escalations as needed

Benefits

Competitive Pay, including incentive opportunities for many positions
Paid Time Off and Company Holiday Pay
Medical /Dental /Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance, for you and options you can elect for your family
Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
World Class Training opportunities through our Experts University
Career Development opportunities

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