Team Lead - CSR Call Center

Our Weekend Call Center Team Lead works from our in-office call center delivering stellar customer service while handling in & outbound customer calls, as well as supervising CSR's on your team for supreme efficiencies. You'll be responsible for performing various supervisory tasks such as training, call reports, and miscellaneous office assignments. Prior team lead/supervisor call center experinece is preferred. HVAC/plumbing industry experience highly desirable. Bilingual English-Spanish is a plus!Please note, this is an in-office WEEKEND position, with a schedule of Tuesday - Saturday (current call center hours are 7a-7p Mon-Sun)**What's In It For Me?Competitive Pay! $25+ per hour + bonus planDedicated on-going training, support, and career growth! We focus on continued education through hands-on classroom & on-the-job trainings, one on one's, and small group trainingsPaid Time Off, Sick Time, 6 Paid Holidays per year, PLUS get paid to take your birthday off! That's right! Take some time off with your family throughout the year, you deserve it!Generous benefits package including Health, Vision, and Dental plans for you and your family to choose from, plus Company Paid Life Insurance, Short-Term and Long-Term Disability and so much more401K Retirement Plan Special Program Options FSA, Free Employee Assistance Program, Legal Services, and Identity Theft ProtectionBusiness Casual Environment! We wear jeans around the office!We strive to keep our employees happy and working consistently, built from providing 37+ years of superior service and strong leadership! And we like to have fun! We throw employee appreciation events throughout the year like parking lot BBQ's, catering/food trucks, snow cone days, big prize giveaways, employee recognition awards, and more! What Will I Do?Generating daily, weekly, and monthly reportsLog and Update Time & AttendanceApprove and submit refund requests to accountingReview cancelled memberships, forward to correct department and coach to any inaccuracies from the call takerMonitor team chats, responding to questions and verifying new hire jobsMonitor and respond to Podium and BBB reviews both positive and negative in a timely mannerCommunicate with the Answering Service when changes to the schedule occurMonitor DialPad Dashboard and Service Titan to obtain additional phone coverage when necessaryTake inbound calls each day to not only assist when calls holding but to demonstrate proficiency to call takers Keep the call center up to date on any changes made to policies and proceduresProduce individual Growth & Development Plans/Action Plans Provide Feedback and Coaching (Side by side)Performance Monitoring and TrainingManage & Distribute the Shared AccountUpdated the Call Center on Service Updates throughout the day as they changeBuild relationships through communication with Dispatch & Leadership re daily overview and call volume needsComplete new hire paperwork for hired candidates, post interview. Assist with staffing & hiring initiatives such an interviewing potential candodatesComplete performance management documents and deliver the communication to the employeeDo I Have What it Takes?5+ years customer service experience, ideally in a call center setting2+ years call center supervisory experienceStrong leadership & training skillsHighly motivated self-starterBasic computer proficiency, particularly with Microsoft applications (Outlook, Word, Excel, & Teams)Experience with Service Titan software is a plusMust be fluent in reading, writing, and speaking English; Bilingual English-Spanish us a plus!Must be able to sit for long periods of timeMust be able to pass a pre-employmeny background check & drug screenWrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.