Customer Service Team Lead

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Learn about our benefits designed for you to Thrive at work and at home. 

We boldly go.

Where is the work:

Virtual

What's in it for you:

Trane in the Greater Southwest Region is hiring a Customer Service Team Lead. The purpose of the Customer Service Team Lead role is to strive for an operational and customer service centric culture across product lines which is consistent, efficient, and passionate about customer satisfaction. The Customer Service Team Lead is responsible for the overall customer service team’s performance as well as that of each individual customer service representative on the team. 

What you will do:

Responsible for interviewing and selecting qualified team members Coaching team members on call technique and approach to help resolve customer issues and provide the customer with the best experience possible. Conduct one-on-one goal setting meetings with each team member periodically. Live observation of team member with customer. Provide feedback and talk through the process Solicit customer service daily goal from each representative and motivate them to hit their goal. Use daily reports in the system to keep customer service representatives aware of their weekly and monthly performance. Works across SBU to provide consultative support to Customer Service teams. Explains process and guidelines to team members. Ensures company policies and procedures are followed to accomplish business objectives.

• Gather, analyze and utilize data to make informed business forward decisions
• Provide onboarding and on-going customer service training to reiterate the key customer service skills/tactics
• Assist with managing technology, desktops, laptops and telecommuting of employees
• Execute effective scheduling of team to ensure operational efficiency
• Build and implement performance development programs, new hire training, policies, and procedures
• Assist with compensation agreement, hours worked, and commission program
• Maintain strong communication with multiple departments, such as shipping & receiving, sales, finance & collections to ensure all customer issues are being resolved in a timely manner

What you will bring:

• 5+ years of work experience
• Bachelor’s degree or 5 years of customer service experience in retail or commercial environment. - Multi-tasking ability and superior organization skills
• Experience in a call center environment is ideal
• Proven consistency with meeting and exceeding goals in current or previous position
• Aptitude to motivate a team
• Customer service oriented and problem-solving mentality
• Keen understanding of managing to KPI’s
• Experience in CRM software (Sales Force) and call center telephony systems
• Proficient in Microsoft Office programs

Annual Base Salary Range or Hourly Base Pay Range:

$52,800.00 - $93,660.00

Compensation Type:

Salary

Incentive Eligible:

No

Sales Commission Eligible:

No

Disclaimer : We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. Our compensation range is generally based on the national average for the country. Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status.

Thrive at work and at home:

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!

• Family building benefits include fertility coverage and adoption/surrogacy assistance.

• 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.

• Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave.

• Educational and training opportunities through company programs along with tuition assistance and student debt support.

Disclaimer: Benefit offerings may vary depending on Collective Barraging Agreements and local/state regulations.

Safety Sensitive Role:

No

The company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.