Customer Service Center Team Leader

2 weeks ago


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

Company Background

ARS-Rescue Rooter stands as a leading provider of home services across the United States, employing a dedicated workforce of over 7,000 professionals. With a legacy of excellence in HVAC, Plumbing, and Electrical solutions spanning more than 45 years, we are committed to delivering top-notch service to our valued customers.


Position Summary

We are on the lookout for exceptional individuals to join our esteemed Call Center Team, recognized for its commitment to customer support and quality assurance. The role involves overseeing inbound sales inquiries from prospective clients nationwide. We seek a seasoned customer service representative with supervisory experience to coordinate and enhance service operations while exceeding customer expectations.

Compensation: $50,000 - $60,000 annually

Work Schedule: 1pm-10pm CST

Key Responsibilities:

  • Lead and develop the customer service department, which includes recruitment, performance management, scheduling, and conducting team meetings.
  • Identify and implement continuous improvement strategies by analyzing current customer service processes.
  • Conduct call evaluations and provide constructive feedback to team members.
  • Address customer complaints effectively to ensure satisfaction, assisting staff in resolving complex issues.
  • Manage pricing discrepancies and assist with collection matters.
  • Coordinate damage claims with the insurance provider.
  • Draft apology letters and issue credits as necessary based on the severity of customer issues.
  • Support incoming customer calls and assist in processing service orders and scheduling appointments.
  • Communicate with dispatch to ensure timely service delivery.
  • Inform customers of estimated arrival times and may dispatch technicians as needed.
  • Maintain records of warranty and maintenance contracts.
  • Generate warranty invoices for corporate processing.
  • Compile data and statistics for management reporting.
  • Perform other related duties as assigned.

Qualifications:

Requirements: (This list is not exhaustive)

  • Relevant experience or advanced training, or a combination of education and experience.
  • Ability to thrive in a fast-paced environment while delivering exceptional customer service.
  • Strong listening and verbal communication skills.
  • Demonstrated ability to meet or exceed performance goals.
  • Leadership qualities.
  • Proficiency in Microsoft Office and general computer skills.
  • Excellent communication and interpersonal abilities.

ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. We comply with the Americans with Disabilities Act and encourage discussions regarding potential accommodations for qualified individuals.



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