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Support Center Team Lead

1840 Greenville Ave, Suite 128, Richardson, TX 75081
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The Support Center Team Lead is responsible for monitoring the customer service activities of multiple Customer Support 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 Support Center to ensure all results produced meet/exceed product, service and quality standards. The Support Center 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.  

Responsibilities:

  • Acts as an authority in 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
  • May perform dispatch duties as needed to improve accuracy in scheduling and speed of response
  • 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 Support Center 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, billing inquires 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

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

Service Experts Heating & Air Conditioning is an equal opportunity employer and 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.

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