Customer Care Team Lead

4 weeks ago

Madison, United States Servpro Industries, LLC Full time

What we offer

  • Excellent health benefits plan, which includes medical, vision and dental options
  • 401(k) with company match
  • Company profit sharing plan
  • Generous paid time-off and paid holidays
  • Paid parental leave
  • Company-paid mental health benefit through Headspace
  • 2 free on-site fitness rooms
  • Employee Assistance Program
  • Employee Resource Groups
  • Personal and professional development program

Schedule: Tuesday - Thursday, 11:30am - 8:30pm - Friday, Saturday, 12:00pm - 9:00pm

Must reside in the state of Tennessee for payroll purposes.

Job Summary

The Customer Service Team Lead in the SERVPRO® National Call Center is to oversee the primary responsibilities of Customer Service Representatives, providing support with First Notice of Loss (FNOL) intake and dispatch of job leads, and researching and resolving escalated phone calls. The SERVPRO® National Call Center is a 24/7 environment where, at all times, Team Leads are here to help. Team Leads track the effectiveness of Customer Care Specialist’s performance and provide additional coaching as needed.

Major Duties and Responsibilities

  • Oversees primary responsibilities of Customer Care Specialists and provides support with First Notice of Loss intake and dispatch of job leads.
  • Performs call capture, claims entry, and claims dispatch during peak volume times in accordance with Franchise dispatch status including Reconstruction Account Participation Agreement, Select National Account Agreement and Commercial Account Participation Agreement requirements, as well as assigned and open territory boundaries.
  • Assists with enforcement of Customer Care Specialist training provided by the Customer Care Training team, and provides additional coaching as needed.
  • Monitors Customer Care Specialist daily performance to ensure compliance with policies and promote peak performance. Promote customer service throughout the SERVPRO System and insurance community.
  • Strives for one call resolution for vendors, customers, and franchisees to promote high touch proactive service resolution resulting in customer retention.
  • Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience.
  • Monitors accuracy with database information that interface with Claims Entry System including Franchise alerts in the Dispatch Status Management application. Alerts Franchise Business Consultants and/or Regional Directors of Operations when accurate information is not displayed.
  • Provides input and collaborate with Customer Service Supervisor on employee performance for the employee performance appraisal process.
  • Completes all Training and Coaching sessions as required and/or requested by Supervisor.

Required Qualification (Knowledge, Skills, and Abilities)

  • Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
  • One plus year(s) of customer service experience, Customer Care Center experience preferred.
  • Possess outstanding written and verbal communication skills including proper pronunciation, grammar, and a consistently courteous and professional tone of voice always.
  • Possess polite and confident, excellent customer service skills, including listening and questioning.
  • Possess excellent organizational skills and high attention to detail.
  • Proficient computer skills in a multi-screen/task environment.
  • Type at least 40+wpm with minimal errors.
  • Adaptable to remain calm and reasonable amidst tense or stressful situations.
  • Constant telephone and computer use.
  • Ability to multi-task.
  • Ability to work in a fast paced, team-oriented office environment.
  • Proficient in Microsoft Office.
  • Customer Relationship Management (CRM) experience, a plus.
  • High School Diploma or General Education Diploma (GED), college courses or degree preferred.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.

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