Team Lead for Customer Experience

6 days ago


Gibsonia, Pennsylvania, United States McVay Plumbing Heating and Cooling Full time

Are you a talented and motivated individual looking for a new challenge? We're seeking a highly skilled Team Lead for Customer Experience to join our team at McVay Plumbing, Heating & Cooling. As a key member of our customer experience team, you'll be responsible for leading and managing a team of customer service representatives, developing and implementing call center strategies, and ensuring exceptional customer satisfaction.

About the Role:

The ideal candidate will have proven experience in call center management or customer service leadership roles, preferably in the home service industry. You'll be expected to drive operational efficiency, optimize customer interactions, and make data-driven decisions to improve processes and customer satisfaction.

Responsibilities:
  • Lead and manage a team of customer service representatives, providing guidance, coaching, and performance feedback.
  • Develop and implement call center strategies to improve operational efficiency and maximize productivity.
  • Monitor and analyze call center performance metrics, identifying areas for improvement and implementing action plans.
  • Ensure adherence to call center policies and procedures, maintaining a high standard of professionalism and quality in all customer interactions.
Qualifications:
  • Proven experience in call center management or customer service leadership roles.
  • Strong leadership skills with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal stakeholders.
  • Solid understanding of call center operations, including knowledge of software and telephony systems.
Benefits:
  • A competitive salary range of $90,000 - $120,000 per year, depending on experience.
  • A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) with company match, and paid time off.
  • Ongoing training and development opportunities to enhance your skills and career prospects.

McVay Plumbing, Heating & Cooling is an equal opportunity employer, committed to creating a diverse and inclusive work environment. If you're a results-driven leader with a passion for delivering exceptional customer service, apply today


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