Lead Customer Support Specialist
2 weeks ago
EMCOR Facilities Services (EFS), a key division of EMCOR, manages over 1 billion square feet of commercial properties throughout the United States. EFS delivers a comprehensive suite of services that support essential sectors including financial services, manufacturing, pharmaceuticals, transportation, and education.
Position Title: Lead Customer Support Specialist
Position Overview:
Assist and support management in the Customer Solutions Center (CSC) overseeing Customer Support Specialists who deliver primary telephone assistance for CSC contracted clients, vendors, and technicians. Responsibilities include monitoring performance, coaching team members with managerial oversight, and aiding supervisors to achieve or surpass customer service benchmarks.
Key Responsibilities:
- As the shift leader, the expectation is to cover all early morning shifts starting at 4 AM, which may include one or more weekend days. The primary schedule is from 4:00 AM to 1:00 PM, with variations based on operational needs.
- Oversee daily operations and delegate critical tasks to Customer Support Specialists, including web-based work order management, telephone work order requests, monitoring work order alarms, managing customer email communications, and following up on work orders as necessary.
- Conduct comprehensive training for the department on workflows and processes, which may occur in group settings or one-on-one. The lead must be confident and comfortable presenting to peers and ensuring the success of new hire training.
- Guide Customer Support Specialists in adhering to proper processes and procedures to ensure service delivery meets or exceeds customer performance expectations. Continuously mentor, develop, assist, and support team members through positive reinforcement and constructive feedback. Provide performance evaluations to supervisors for initial reviews, monthly assessments, call monitoring, and annual evaluations.
- Evaluate the performance of Customer Support Specialists, call metrics, and essential daily tasks to ensure optimal operational efficiency and that the CSC meets or exceeds customer service standards.
- Associate degree or equivalent leadership experience.
- 2 to 3 years of experience in a customer service or call center environment.
- Professional and approachable demeanor with a customer-focused attitude. Strong communication and listening skills.
EMCOR Group and its subsidiaries are committed to providing a competitive salary and a comprehensive benefits package, always seeking individuals with the talent and skills necessary to contribute to our ongoing growth and success. We are an Equal Opportunity Employer/Veterans/Disabled.
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