Customer Service Team Lead

1 week ago


Maitland, Florida, United States Fox Service Company Full time
Job Summary
Fox Service Company is seeking a Customer Service Team Lead to join our team in Maitland, FL. As a key member of our Contact Center team, you will be responsible for overseeing the daily operations and ensuring exceptional customer service experiences.

About Us
Fox Service Company is a leading provider of HVAC, Electric, and Plumbing Services across multiple states. We pride ourselves on providing a stable, secure work environment that promotes learning and growth from within while investing in our employees through development, ongoing feedback, open dialog, and implementing their fresh ideas.

Key Responsibilities:
* Handle inquiries and take incoming customer service calls using best-in-class customer services practices.
* Listen to customers, understand their needs, and provide information on additional products to enhance their sales/repair experience.
* Assign tasks, follow-up, answer questions and give instructions as needed to meet customer needs.
* Recognize sales opportunities and apply sales skills to upgrade.
* Explain and position the products, processes, and timeline with customers and business locations.
* Appropriately support and handle customer dissatisfaction/escalations.
* Ensure first call resolution through problem-solving and effective call handling.
* Address and resolve team members' internal concerns and questions, escalate these to the Call Center Manager to assure prompt resolution.
* Ensure team members receive the appropriate tools, training, and support to effectively resolve customer issues.
* Meet key performance indicator metrics for call performance measurements and sales goals through development, coaching, and support of team members.

Requirements:
* Associates Degree in Business, Communications or equivalent experience in a successful Call Center environment.
* Minimum two (2) years experience in a management/leadership position in a call center setting or fast performance level environment.
* Minimum three (3) years experience with Microsoft Suite/Office (Word/Excel/PowerPoint/Outlook).
* Must be available & capable of working a PM shift, including evenings, overnights, weekends, and holidays as assigned.

Benefits:
* Competitive salary range: $65,000 - $80,000 per year
* Opportunities for career advancement and professional growth
* Comprehensive benefits package including medical, dental, and vision insurance

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