Customer Service Operations Leader

2 weeks ago


Taunton, Massachusetts, United States RCL Mechanical Full time
Position Overview

Salary: $50,000-$60,000 BOE

Role Summary:

As the Customer Service Operations Leader at RCL Mechanical, you will play a pivotal role in managing the daily functions of our customer service center. Your primary focus will be to ensure that our team delivers outstanding service to both potential and existing clients. You will collaborate closely with marketing and sales departments to enhance lead management and guarantee a smooth customer journey.

Key Responsibilities:

  • Establish and oversee essential customer service metrics.
  • Provide performance reports to management and ensure accountability among team members.
  • Supervise both internal and external customer service operations.
  • Facilitate prompt appointment scheduling with leads, emphasizing the importance of high-quality lead development.
  • Create and implement Standard Operating Procedures (SOPs) and communication scripts for the customer service team.
  • Conduct regular call reviews, offer constructive feedback to team members, and provide training on SOPs and scripts.
  • Motivate and inspire customer service representatives (CSRs) to exceed expectations through various incentive programs.
  • Ensure consistent and timely callbacks.
  • Manage the daily activities of the customer service center, ensuring efficient and effective call handling.
  • Train, mentor, and lead a team of customer service representatives to meet performance targets and uphold high customer service standards.
  • Work in partnership with the marketing team to ensure swift service of leads and accurate lead tagging in our CRM system.
  • Analyze customer service metrics to pinpoint areas for enhancement and implement necessary improvements.
  • Address escalated customer inquiries and complaints, ensuring they are resolved promptly and satisfactorily.
  • Coordinate with the sales team to guarantee timely scheduling and follow-up on leads.
  • Manage the scheduling and staffing of customer service representatives to maintain adequate coverage.
  • Develop and sustain training programs for customer service staff to foster continuous development and improvement.
  • Stay informed about industry best practices and trends to consistently improve customer service operations.

Qualifications:

  • Demonstrated experience as a Customer Service Operations Leader or in a comparable role, ideally within the home services sector.
  • Strong leadership and team management capabilities.
  • Exceptional communication and interpersonal skills.
  • Ability to interpret data and make informed, data-driven decisions.
  • Proficiency in CRM systems and customer service technology.
  • Strong problem-solving abilities and the capacity to navigate challenging situations.


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