Call Center Team Lead

6 days ago

Boynton Beach, Florida, United States Leading Edge Connections Full time
Join Our Team as a Call Center Team Lead

ProForce Pest Control is a rapidly growing company that is revolutionizing the pest control industry with state-of-the-art equipment and environmentally conscious products. We are seeking a dedicated and passionate Call Center Team Lead to join our dynamic Contact Center team in Boynton Beach, FL.

Key Responsibilities:
  • Team Leadership: Supervise and support a team of call center representatives, providing guidance, training, and performance feedback to ensure high-quality customer interactions.
  • Customer Engagement Oversight: Monitor and enhance team performance in handling inbound and outbound calls, chat, and email, ensuring exceptional service and customer satisfaction at every touchpoint.
  • Issue Resolution Management: Oversee the resolution of complex customer issues, assist with escalations, and ensure timely and effective solutions are provided.
  • Retention Strategy: Implement and drive strategies to proactively prevent customer cancellations, helping team members understand customer needs and offer tailored solutions.
  • Upselling & Cross-Selling Leadership: Guide and motivate the team to identify opportunities for upselling and cross-selling, improving customer experience and driving revenue.
  • Collections Oversight: Supervise the management of accounts receivable and collections activities, ensuring that the team maintains positive customer relationships.
  • Sales Performance: Lead efforts to drive sales growth by supporting the team in promoting and selling new services to both existing and potential customers.
  • Scheduling and Resource Management: Coordinate and optimize service scheduling and manage customer appointments to ensure efficient service delivery.
  • Training: Conduct both virtual and onsite trainings for new agents, and continuous learning for existing agents.
Qualifications:
  • Proven leadership skills with a strong ability to motivate and develop a team in a call center environment.
  • A passion for delivering outstanding customer service and creating positive customer experiences.
  • Excellent communication skills, both verbal and written, with the ability to handle challenging situations professionally.
  • Demonstrated sales acumen with the ability to coach team members on upselling and cross-selling techniques.
  • Previous experience in a customer service or contact center role, with a track record of leadership and team management.
  • Basic computer skills and familiarity with CRM software.
What We Offer:
  • Competitive Pay: Earn $30-$35 per hour, plus benefits.
  • Consistent Schedule: Full-time hours with a stable schedule.
  • Comprehensive Benefits: Health, dental, and vision insurance to keep you and your family protected.
  • Career Growth: Opportunities for advancement within ProForce Pest Control as we continue to grow and expand.
  • Positive Work Environment: A supportive, collaborative atmosphere where every team member is valued and encouraged to excel.

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