Customer Service Lead

4 days ago

Houston, Texas, United States Malek Service Company Full time $55,000 - $66,000 per year

Are you the kind of person who can hear a phone call and instantly know what could be better?

At Malek Service Company, we don't hire order-takers — we build leaders.

Our CSR Lead role is built for someone who thrives on coaching others, raising standards, and driving excellence. You'll shape the first impression every customer has of Malek — and train others to do the same.

Who We Are

We're Malek — the fastest-growing home services brand in the Brazos Valley and Greater Houston. HVAC, Plumbing, Generators, Electrical— we do it all. But our real product is peace of mind.

We exist to improve lives: our customers', our community's, and especially our team's. Our culture runs on integrity, discipline, and next-level accountability. If you're driven to win, motivated to grow, and ready to earn what you're worth — you just found your crew.

What You'll Do

As the CSR Lead, you'll be the right hand to our Contact Center Manager, responsible for coaching, accountability, and continuous improvement across our CSR team.

You will:

  • Coach and develop CSRs through live call monitoring, feedback sessions, and structured coaching plans.
  • Audit and score calls for tone, accuracy, empathy, and booking efficiency.
  • Lead onboarding and training for new CSRs to ensure consistency and professionalism.
  • Hold the team accountable to performance standards and company processes.
  • Handle customer complaint escalations with professionalism and fast resolution.
  • Track and report performance trends weekly to the Contact Center Manager.
  • Assist with after-hours call handling and rotating Saturday coverage.
  • Support process improvements that increase efficiency and elevate the customer experience.

What You Bring

  • 3+ years in a high-volume customer service or call center role, preferred
  • Experience coaching or mentoring others
  • Strong communication skills — written and verbal
  • Comfortable giving feedback and holding others accountable
  • Detail-driven, process-oriented, and calm under pressure
  • CRM experience preferred
  • Experience in home services (HVAC, plumbing, or electrical) is a plus

Compensation & Incentives

  • Base Pay: $50,000–$60,000/year
  • Performance Incentives: Monthly bonuses based on a set of customer experience metrics
  • Total On-Target Earnings (OTE): $55,000–$66,000/year

Why You'll Love It Here

  • Leadership training
  • Clear path for growth
  • Full benefits: Health, Dental, Vision, 401(k), PTO
  • Professional, family-oriented culture built on integrity and accountability

Schedule

  • Monday–Friday, 8:00 AM – 5:00 PM
  • Rotating Saturdays and limited after-hours coverage

Commitment To Diversity

At Malek, we believe great teams are built from diverse backgrounds, perspectives, and experiences. We're proud to be an equal opportunity employer — and we welcome individuals who bring passion, integrity, and a drive to serve our customers at the highest level.

Ready to Lead the Front Line?

If you're ready to coach, elevate, and lead a team that defines the customer experience, apply today and become part of Malek's growth story.

Job Type: Full-time

Pay: $50, $60,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Referral program
  • Retirement plan
  • Vision insurance

Application Question(s):

  • Are you willing to answer calls on a rotating schedule after hours, if necessary?

Education:

  • High school or equivalent (Required)

Experience:

  • Customer Service: 3 years (Preferred)
  • Call center management: 1 year (Preferred)

Ability to Commute:

  • Houston, TX Required)

Work Location: In person

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