Lead Customer Service Representative

Lead Customer Service RepresentativeThe Lead Customer Service Representative is responsible for delivering an exceptional first impression to customers while helping lead the daily performance of the Customer Service team.In addition to handling inbound and outbound customer communication, the Lead CSR supports coaching, call quality, booking performance, schedule awareness, and consistent execution of Progressive Heating, Air and Plumbing's customer service standards.This position serves as a resource for CSRs and helps ensure every customer interaction is handled professionally, accurately, and with urgency.Customer ServiceAnswer inbound calls promptly and professionallyIdentify customer needs and book appropriate appointmentsEducate customers on available service options when appropriateMaintain accurate customer and job informationHandle customer concerns and escalate issues appropriatelyComplete outbound calls and customer follow-up as assignedCSR LeadershipServe as a daily resource for CSR questions and difficult callsAssist with onboarding and training new CSRsReview calls and provide constructive feedbackReinforce approved call flows, booking procedures, arrival windows, and customer communication standardsIdentify recurring booking objections or process friction and bring them to managementHelp maintain positive energy and professionalism within the call centerBooking & Schedule SupportMaintain awareness of department capacity and scheduling needsWork closely with Dispatch to maximize appropriate booking opportunitiesAvoid unnecessarily turning away calls based on assumptions about schedule capacityAccurately communicate approved arrival windows and scheduling expectationsEnsure special customer requests are documented rather than promised when they cannot be guaranteedPerformance IndicatorsSuccess in this position will be evaluated based on:CSR booking rateCall qualityCustomer satisfactionAccuracy of customer and job informationAppropriate call handling and appointment selectionTeam coaching and developmentSchedule awareness and communicationFollow-up completionAttendance and dependabilityConsistent adherence to Progressive processes and customer-service standards