Customer Service Representative Team Lead

Job Description

At Central Carolina, we pride ourselves on hiring the best talent to serve our customers and grow the business. Since our doors opened in 1967, we’ve been providing professional residential home services for our neighbors throughout the Piedmont Triad. You’ve seen us around town, now we want to see you as our next associate!

Why Choose Central Carolina?

· Pay: Base salary depending on experience plus bonus incentives

· Benefits: A comprehensive insurance package, life insurance, 401k with company match, holiday and paid time off

· Career Growth: On the job training, ongoing professional and personal development training opportunities, advancement and career growth plans, and educational reimbursement

A Typical Day;

A typical day in the life of a Central Carolina Customer Service Representative Team Lead includes:

· Generating and executing inbound and outbound call plans to meet booking goals and support sales and revenue growth

· Leading the Call Center in converting incoming customer inquiries (phone and digital) into booked service appointments

· Driving service agreement renewal efforts to meet customer retention goals

· Serving as the first point of contact for resolving customer complaints quickly and favorably, promoting the Central Carolina brand

· Maintaining a high level of enthusiasm, commitment and energy, while motivating others to do the same

· Review recorded calls and coach CSRs on performance improvement, including how to build trust and demonstrate empathy to others, boosting booked calls, and taking advantage of opportunities to promote sales

· Working with manager to author and refine scripts so they are clear, compelling and result in more appointments

· Train and support all CSRs, including new hires, in product knowledge, scripts and customer service efforts to convert calls into booked service appointments

· Partner with manager to present reports to senior leaders in an easy-to-understand format

· Delivering call scripts with authentic cadence; being clear, compelling and personable

· Professionally communicating with customers in all methods of communication while establishing customer rapport, encouraging repeat business

Job Requirements:

To be successful as a Central Carolina Call Center Team Lead you must:

· Have a proven track record in customer service

· Be a patient, diplomatic leader who understands how to diffuse conflict and convey empathy

· Be able to inspire and lead others to attain company goals

· Serve customers with a positive attitude and enthusiasm

· Enjoy a fast paced, goal driven environment

· Be a competitive individual contributor who also enjoys winning as a team

· Participate in meetings and training to improve performance

· Communicate well and be able to work in a team environment

Skills and Experience:

A Central Carolina Call Center Team Lead will have:

· A high school diploma or equivalent, some college preferred

· IT competent, experience with Microsoft Office

· Highly organized with exceptional follow through abilities

· Strong verbal and written communications

· Ability to build trust and demonstrate empathy

· Professional presentation and public speaking ability

· A commitment to company values

If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company. If this sounds like you, spend a little time learning about Central Carolina by visiting