Customer Service Team Lead
4 hours ago
The Customer Service Team Lead at 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.
Key Responsibilities- Oversee the primary responsibilities of Customer Care Specialists 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, including Reconstruction Account Participation Agreement, Select National Account Agreement, and Commercial Account Participation Agreement requirements.
- Assist with enforcement of Customer Care Specialist training provided by the Customer Care Training team and provide additional coaching as needed.
- Monitor Customer Care Specialist daily performance to ensure compliance with policies and promote peak performance.
- Actively and consistently support all efforts to simplify and enhance the franchise/customer experience.
- Monitor accuracy with database information that interface with Claims Entry System, including Franchise alerts in the Dispatch Status Management application.
- Provide input and collaborate with Customer Service Supervisor on employee performance for the employee performance appraisal process.
- Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
- 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.
- Constant telephone and computer use.
- Ability to work in a fast-paced, team-oriented office environment.
- Proficient in Microsoft Office.
- Customer Relationship Management (CRM) experience, a plus.
- High School Diploma or General Education Diploma (GED), college courses or degree preferred.
SERVPRO is a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.
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