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Service Center Team Coordinator

2 months ago

Houston, Texas, United States Abacus Plumbing, Air Conditioning & Electrical Full time

Customer Service Team Lead

Job Category: Call Center

Requisition Number: CUSTO01338

Job Overview

The Customer Service Team Lead plays a pivotal role in enhancing the performance of our Call Center Representatives at Abacus Plumbing, Air Conditioning & Electrical. This position involves guiding and mentoring team members to ensure exceptional service delivery.

Key Responsibilities:

  1. Assist in the training and development of Call Center Representatives alongside the Training Specialist and management.
  2. Monitor service performance metrics and report any issues to the Supervisor or Manager.
  3. Address escalated customer inquiries and complaints with effective resolution strategies.
  4. Review live and recorded calls to ensure quality standards are met.
  5. Ensure adherence to company policies and procedures by observing the work environment.
  6. Provide constructive feedback to management regarding team performance.
  7. Act as the main point of contact for team members in the absence of a Supervisor.
  8. Support the team by managing call queues and dispatch responsibilities as needed.
  9. Assist in compiling and generating various operational reports.
  10. Guide workflow among team members to optimize efficiency.
  11. Perform additional tasks as assigned.

Supervisory Responsibilities:

This position does not have formal supervisory responsibilities.

Required Competencies:

To excel in this role, candidates must demonstrate:

  • Intellectual Skills: Ability to collect and analyze data, identify problems, and develop solutions.
  • Interpersonal Skills: Effective communication, conflict resolution, and team collaboration.
  • Organizational Skills: Understanding of business implications, adherence to budgets, and commitment to organizational values.
  • Self-Management Skills: Adaptability to change, responsibility for actions, and effective time management.

Education and Experience:

High School Diploma or GED equivalent is required, along with a minimum of 3 years of experience in a leadership role within a call or contact center environment. Experience in plumbing or HVAC is advantageous.

Technical Skills:

Intermediate proficiency in Microsoft Windows, including Word and Excel, along with experience using Call Center phone systems and CRM platforms.

Physical Demands:

This role may require occasional lifting of up to 25 pounds and involves regular sitting, talking, and listening. Frequent standing and reaching are also necessary.

Work Environment:

The work environment is characterized by moderate noise levels typical of an office setting.