CSR Lead
Mr. Rooter of Greater Bergen
Job Description
Job Description
Benefits:
- 401(k)
- Employee discounts
- Health insurance
- Paid time off
- Dental insurance
- Vision insurance
Mr. Rooter of Greater Bergen is looking for a motivated and experienced CSR Lead to join our growing team in Midland Park, NJ! In this role, you'll be the backbone of our customer experience — leading a team of service representatives and ensuring every customer interaction reflects the quality and care our brand is known for. If you thrive in a fast-paced environment and love helping people, this is the opportunity for you. Responsibilities:
- Lead and support a team of Customer Service Representatives in daily operations
- Handle inbound and outbound customer calls, scheduling, and dispatching service technicians
- Monitor call quality and provide coaching and feedback to CSR team members
- Resolve escalated customer complaints and ensure high levels of customer satisfaction
- Track and report on key performance metrics including call volume, booking rates, and response times
- Coordinate with field technicians and management to ensure seamless service delivery
- Assist in onboarding and training new customer service staff
- 2+ years of customer service experience, preferably in a home services or trades environment
- Prior experience in a lead, supervisory, or team lead role
- Strong communication skills, both verbal and written
- Proficiency with scheduling or dispatching software is a plus: Service Titan
- Ability to multitask and remain calm under pressure in a high-volume environment
- Customer-first mindset with strong problem-solving abilities
- Must be located in or able to commute to Midland Park, NJ
Mr. Rooter of Greater Bergen is a trusted name in plumbing and drain services, proudly serving homeowners and businesses across the Bergen County area. Our customers love us for our reliability, transparency, and top-notch workmanship — and our team members love us for our supportive culture and opportunities for growth. When you join Mr. Rooter, you become part of a team that takes pride in doing the job right, every time.
Vacancy posted 2 days ago
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