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Customer Service Team Lead

1 month ago

Murfreesboro, Tennessee, United States Servpro Industries, LLC Full time

Job Summary

The Customer Service Team Lead in the SERVPRO National Call Center is responsible for overseeing the primary responsibilities of Customer Service Representatives, providing support with First Notice of Loss (FNOL) intake and dispatch of job leads, and researching and resolving escalated phone calls. The SERVPRO National Call Center is a 24/7 environment where Team Leads are here to help.

Key Responsibilities

  • Oversee primary responsibilities of Customer Service Representatives and provide support with First Notice of Loss intake and dispatch of job leads.
  • Perform call capture, claims entry, and claims dispatch during peak volume times in accordance with Franchise dispatch status.
  • Assist with enforcement of Customer Service Representative training and provide additional coaching as needed.
  • Monitor Customer Service Representative daily performance to ensure compliance with policies and promote peak performance.
  • Actively support all efforts to simplify and enhance the franchise/customer experience.

Requirements

  • Ability to read, write, and speak the English language to communicate with employees, customers, and suppliers.
  • One plus year(s) of customer service experience, Customer Care Center experience preferred.
  • Possess polite and confident, excellent customer service skills, including listening and questioning.
  • Proficient computer skills in a multi-screen/task environment.