Contact Center Lead

"Responsibilities:Demonstrates our core values every single day: Service, Teamwork, Integrity, and QualityStrives for nothing below a 5-star customer experience with every interactionContinuously improves Customer Excellence department procedures & protocolsDevelops curriculum and trains new hires as well as existing CSRs/Dispatchers to ensure consistent and accurate standards of operation are metMonitors the quality of staff interactions to ensure excellent customer serviceUtilizes appropriate training resources to support and continually develop staff skillsProvides additional training to staff that need further supportHolds staff accountable for engaging with customers in a courteous and helpful mannerEnsures Dispatch Board & Technicians' schedules are optimized on a daily basisKeeps up with service and product information and updatesProvides timely feedback to management regarding service failures and/or client concernsAnswers customers' calls and inquiries via company’s social media accounts and other web servicesHandles any escalated customer complaints in a professional manner and provides resolutionsDemonstrates positive and cooperative behavior with customers and coworkersMaintains required documentation and records to meet best practicesMaintains strict confidentiality of company data and other employment informationMaintains confidentially on all private, sensitive, and proprietary business issues and concernsPerforms other related tasks, duties and responsibilities as assigned by managerThe company reserves the right to add or change duties as neededQualificationsA minimum of three (3+) years of call center supervisory/management experience required; call center experience in HVAC and/or Plumbing industry desired, but not mandatoryFriendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environmentPositive team-player that works well with others and demonstrates good camaraderie skillsAbility to build relationships with a wide variety of internal and external contactsExcellent written and verbal communication skillsMust have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlinesAbility to cope with pressure and rapidly changing prioritiesAbility to remain calm, patient and professional when dealing with difficult customers / situationsAbility to achieve targets and goalsAbility to recognize when staff needs additional training and/or assistanceMicrosoft Office proficiency/ technologically savvyFamiliarity with Service Titan software a big plusMust be able to pass background check and drug screenMust be authorized to work in the United States"