Customer Service Lead

Job Description

Job Description

Location: Halethorpe, MD
Full Time: Hourly Rate: $22.00-$28.00/hr. + other spiffs and bonuses

About Len the Plumber Heating and Air

When you join Len the Plumber Heating & Air, you’re not just starting a job—you’re becoming part of a family. We value teamwork, respect, and integrity in everything we do. Our technicians, customer service staff, and support teams work side by side to deliver the kind of service we’d want for our own families. We celebrate wins together, invest in each other’s growth, and create an environment where you can do your best work and feel proud of the difference you make every day.

Why join our team?

• Competitive Pay
• Weekly paycheck
• Performance Bonus
• Free Uniforms
• 401(k) match & health benefits (Medical, Dental, Vision)
• Short & Long-Term Disability + Life Insurance
• PTO
• Employee Assistance Program

What You’ll do:

• Onboarding and training of new and experienced CSRs
• Monthly work schedule development, daily schedule adherence and workload management, and attendance
• Anticipate and handle customer escalation calls and work order/account issues
• Monitor customer feedback for appropriate internal communication and resolution
• Serve as point of contact with other departments to ensure that customer requests are handled effectively
• Communicate with IT to alert them to any systems issues or request systems changes as necessary
• Maximize overall call-handling efficiency and minimize call-handling errors by identifying processes that need improvement and working with Customer Service Manager (CSM) to implement changes
• Improve overall team success by gathering performance data to develop/modify training, communicate with CSM for CSR development and upper management reporting
• Foster a high level of employee engagement and teamwork by working with CSM to promote monthly contests, implement service center improvements, and organize informative and fun monthly team meetings
• Keep upper management informed on any issues or roadblocks to success
• Completing projects for CSM as needed
• Work cross functionally with dispatchers to ensure customer is fully taken care of
• Maintain up-to-date knowledge of company products and services
• Other duties as assigned

What we are looking for:

• Experience in leading, motivating and encouraging individuals/teams to success in support of Company’s objectives
• Excellent oral and written communication skills
• Strong leadership abilities that display confidence, decisiveness, and ability to remain objective
• Able to manage challenging customer situations with professionalism and empathy
• Able to multi-task
• Strong problem solving and organizational skills
• Proficiency in customer service software and tools
• Able to work in a fast-paced environment and under pressure while exuding flexibility and resourcefulness when faced with challenges
• Exceptional Customer Service skills
• Superior telephonic skills
• Professional and able to collaborate with other internal staff
• Self-starter with strong self-accountability mindset in achieving set individual and team goals

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE