Customer Service Team Lead

5 days ago

Maitland Florida, United States ARS-Rescue Rooter Full time
Job Description

**Job Title:** Customer Service Team Lead

**Company:** ARS-Rescue Rooter

**Location:** Sanford, FL

**Job Type:** Full-time

**About Us:

ARS-Rescue Rooter is a leading provider of residential services in the US, employing over 7,000 professionals across the country. With over 45 years of experience, we have established ourselves as a trusted name in the industry.

**Job Summary:

We are seeking an experienced Customer Service Team Lead to join our Call Center Team. As a key member of our team, you will be responsible for supervising and developing our customer service department, ensuring exceptional customer experience and support service operations.

**Responsibilities:

  • Supervise and develop the customer service department, including hiring, terminating, and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling, and training employees.
  • Identify and implement continuous improvement initiatives by analyzing and recommending enhancements to current customer service systems and processes.
  • Perform call evaluations and provide feedback and/or suggestions for improvement.
  • Resolve customer complaints to ensure customer satisfaction. Assist staff members in the resolution of problem issues.
  • Track incoming customer complaints and follow-up as necessary.
  • Resolve price discrepancies and some collection problems.
  • Report and coordinate damage issues with the insurance carrier.
  • Compose apology letters and issue credit certificates to customers or take other actions depending on the severity of the problems.
  • Assist in answering incoming customer telephone calls.
  • Assist in processing service orders and scheduling appointments for service.
  • Communicate with dispatch to ensure service appointments are properly communicated.
  • Notify customers of estimated times of arrival and may dispatch technicians to appointments.
  • Maintain all warranty and maintenance contract information and files.
  • Generate warranty invoices and submit to the corporate office for payment.
  • Gather data and statistics to create reports for management review.

**Qualifications:

  • Related experience and/or advanced training or any equivalent combination of education and experience may be substituted.
  • Ability to work in a fast-paced environment while being self-motivated to provide exceptional customer service.
  • Effective listening and verbal communication skills.
  • Proven ability to meet/exceed set goals.
  • Leadership abilities.
  • Must be computer literate with knowledge of Microsoft Office products.
  • Strong communication and interpersonal skills are required.

**Equal Opportunity Employer:

ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

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