Shift Lead - Customer Service Rep

EMCOR Facilities Services•Tempe, AZ

About The Position

From commercial office space and manufacturing to multi-site retail portfolios, we manage and support over 1 billion square feet of facilities space for the nation’s leading organizations. We provide comprehensive facility services ranging from mechanical maintenance and self-performed, site-based operations to energy-efficiency upgrades and supplier-managed interior/exterior maintenance. Job Summary Support and assist supervisors in the Customer Solutions Center (CSC) who oversee the Customer Service Representatives who provide primary/frontline telephone support for CSC contracted customers, vendors and technicians. This includes monitoring CSR performance, coaching CSRs with supervisor oversight and/or approval, and supporting Supervisors in order to meet or exceed customer performance standards.

Requirements

High school diploma required.
2 to 3 years of experience in a customer service/call center environment
Professional, friendly demeanor with a customer-oriented attitude.
Good communication and listening skills.
Ability to thrive in an unpredictable environment. (Every situation is different and requires a unique and customized response from the CSR Supervisor/Lead.)
Ability to complete work accurately while under deadline pressure. This includes quickly making decisions with limited input from the customer.
Demonstrated ability to manage telephone customer interactions and convey confidence while resolving customer issues.
Critical thinking and problem solving skills.
Open to change and able to accept constructive criticism and responsibility.
Demonstrated ability to organize and prioritize work to meet deadlines.

Nice To Haves

Associate’s degree preferred.

Responsibilities

Provide daily oversight and delegation of CSR critical tasks, including web-based work order dispatch, telephone work order requests, work order alarm screen monitoring, customer e-mailbox communication, work order follow-up and other tasks as necessary.
Provide overall department training on workflows and processes. Training may be in group setting or one-on-one. Lead must be confident and comfortable speaking in front of peers and taking ownership of new hire training success.
Coach CSRs in proper processes and procedures to ensure service delivery meets or exceeds customer performance standards. Continually coach, develop, assist, and support CSRs using positive encouragement and constructive feedback.
Provide CSR work performance feedback to supervisors for 90-day initial reviews, monthly scorecards, call monitoring forms and annual performance reviews.
Monitor CSRs’ performance, call statistics and critical daily tasks to ensure optimal operational effectiveness and to ensure the CSC meets or exceeds customer performance standards.
Other duties as assigned