Team Lead - CSR Call Center
About The Position
Our Weekend Call Center Team Lead works from our in-office call center delivering stellar customer service while handling in & outbound customer calls, as well as supervising CSR's on your team for supreme efficiencies. You'll be responsible for performing various supervisory tasks such as training, call reports, and miscellaneous office assignments. Prior team lead/supervisor call center experinece is preferred. HVAC/plumbing industry experience highly desirable. Bilingual English-Spanish is a plus! Please note, this is an in-office WEEKEND position, with a schedule of Tuesday - Saturday (current call center hours are 7a-7p Mon-Sun).
Requirements
- 5+ years customer service experience, ideally in a call center setting
- 2+ years call center supervisory experience
- Strong leadership & training skills
- Highly motivated self-starter
- Basic computer proficiency, particularly with Microsoft applications (Outlook, Word, Excel, & Teams)
- Must be fluent in reading, writing, and speaking English
- Must be able to sit for long periods of time
- Must be able to pass a pre-employmeny background check & drug screen
Nice To Haves
- Prior team lead/supervisor call center experinece is preferred.
- HVAC/plumbing industry experience highly desirable.
- Bilingual English-Spanish is a plus!
- Experience with Service Titan software is a plus
- Bilingual English-Spanish us a plus!
Responsibilities
- Generating daily, weekly, and monthly reports
- Log and Update Time & Attendance
- Approve and submit refund requests to accounting
- Review cancelled memberships, forward to correct department and coach to any inaccuracies from the call taker
- Monitor team chats, responding to questions and verifying new hire jobs
- Monitor and respond to Podium and BBB reviews both positive and negative in a timely manner
- Communicate with the Answering Service when changes to the schedule occur
- Monitor DialPad Dashboard and Service Titan to obtain additional phone coverage when necessary
- Take inbound calls each day to not only assist when calls holding but to demonstrate proficiency to call takers
- Keep the call center up to date on any changes made to policies and procedures
- Produce individual Growth & Development Plans/Action Plans
- Provide Feedback and Coaching (Side by side)
- Performance Monitoring and Training
- Manage & Distribute the Shared Account
- Updated the Call Center on Service Updates throughout the day as they change
- Build relationships through communication with Dispatch & Leadership re: daily overview and call volume needs
- Complete new hire paperwork for hired candidates, post interview.
- Assist with staffing & hiring initiatives such an interviewing potential candodates
- Complete performance management documents and deliver the communication to the employee
Benefits
- Competitive Pay! $25+ per hour + bonus plan
- Dedicated on-going training, support, and career growth!
- Paid Time Off, Sick Time, 6 Paid Holidays per year, PLUS get paid to take your birthday off!
- Generous benefits package including Health, Vision, and Dental plans for you and your family to choose from, plus Company Paid Life Insurance, Short-Term and Long-Term Disability and so much more
- 401K Retirement Plan
- Special Program Options: FSA, Free Employee Assistance Program, Legal Services, and Identity Theft Protection
- Business Casual Environment! We wear jeans around the office!
- employee appreciation events throughout the year like parking lot BBQ's, catering/food trucks, snow cone days, big prize giveaways, employee recognition awards, and more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
