Position Title: Advantage Program Lead

Reports To: Customer Support Operations Supervisor

Status: Full-Time

Salary: $28.00 - $34.00 an hour

Location Name: Service Experts, LLC

Location Address: 3400 N Central Expy, Suite 410, Richardson, TX, 75080

Work Type: Hybrid (Tues, Weds, Thurs in-office)

Join the team of experts and realize your true potential!

Why You Should Join the Service Experts Team?

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

Position Summary:

The Advantage Team Lead is responsible for monitoring the customer service activities of multiple Customer Support Specialists, Retention Specialists & Loyalty Specialists to ensure KPI’s and excellent service levels are met. This role will assist the supervisor in the day-to-day operations of the front or back office Advantage Team ensuring all results produced meet/exceed product, service and quality standards. The Advantage Team Lead monitors inbound and outbound call performance, including various inbox queues, to mentor and ensure call quality and standards are met and/or exceeded.

Key Responsibilities:

· Acts as an authority in Advantage customer support operations and call handling processes and procedures.

· Preparation, organization and presentation of coaching and related training materials

· Perform live monitoring of inbound and outbound call performance and direct coaching as needed

· Conduct organized and impromptu agent training on calls and/or process audits

· Conduct scheduled one on one sessions with team members to ensure objectives are being met

· 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

· Maintain daily, weekly, monthly agent and team reports

· Assist with analytics related to customer call listening, root cause analysis, and process improvement initiatives

· Create ad-hoc reports as required by management

· Assist in maintaining overall Advantage Customer Support performance metrics;

· Answering incoming phone calls from customers and other duties as assigned

· Maintain good customer relations and ensure that all calls and emails meet Service Experts’ standards

· Handle and resolve a variety of customer concerns, complaints, and questions by phone and/or email

· 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 calls and handle escalations as needed

· Other duties as required

Qualifications:

· High School Diploma or equivalent

· 4 years in customer service and/or call center

· Some experience in a lead role a plus

· Able to accommodate a flexible work schedule

· Excellent verbal and written communication skills

· Excellent interpersonal communication skills

· Ability to navigate multiple systems

· Ability to self-manage

· Multi-tasking a must

· Ability to perform under stress

· Experience Handling PII and other sensitive data

· Exemplary attendance record and on-time job performance

· Must portray highest degree of courtesy and professionalism in resolving customer issues

What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:

· Competitive Pay with incentive opportunities

· Paid Time Off and Company Holiday Pay

· Medical, Dental, and Vision Insurance programs

· 401(k) Retirement Savings Plan with company matching contributions

· Life Insurance and disability insurance options

· Supplemental benefit programs

· World Class Training opportunities through our Experts University

· Career Development opportunities

Service Experts Heating & Air Conditioning is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodation upon request for individuals to participate in the application and hiring process. To request an accommodation please email talentacquisition@serviceexperts.com