Customer Service Call Center Lead (Homeowner Support)

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Call Center Customer Service Team Lead, HOMEOWNER SUPPORT

The Opportunity

Daikin Comfort Technologies Manufacturing, L.P. is seeking a skilled individual for our Homeowner Support Team Lead position at our DTTP - Waller, TX location. Homeowner Support is the mediator between the customer and the manufacturer. The “mission” of HOS is to meet the needs and concerns of the customers by being, empathetic, calming, resourceful, and by displaying outstanding customer service. Customer service is delivered by assisting in product registration; co-coordinating onsite visits, or inspections with HVAC Dealers, or contractors; making sound decisions regarding concessions (1) warranty extension, or (2) labor reimbursement; and by providing consumers information regarding local dealers or contractors, and those designated for Extended Service Agreement repairs. If you meet the qualifications listed below, then we invite you to apply for our open position by visiting our website at and submit your resume.

About DTTP

Daikin Texas Technology Park- has a footprint of 4.23 million square feet under a single roof, and is the third largest factory in the United States. Opened in 2017 as the manufacturing, logistics, and engineering center for Daikin's American subsidiary Goodman, the plant makes heating and air conditioning products sold under the Goodman, Amana, and Daikin brands.

Why work with us?

> Benefits are effective on day one for all full-time direct hires

> Training programs are available to help guide team members and develop new skills

> Growth Opportunities - there are immense opportunities to grow your career

> You will be part of a Global Company - our family brands are backed by Daikin Industries, Ltd.

May include:

• Assist callers via phone (homeowners, distributors, dealers).
• Respond to correspondence via phone, mail, and email.
• Coordinate and distribute mail.
• Must have good attendance.
• Special projects as assigned.
• Data Entry.
• Document Review.
• Filing.
• Customer Service - Telephone - Email contact.
• Consult with internal technical experts, when necessary, and ensure executive authorization is provided for material expenditures.
• Identify and suggest process improvement opportunities.
• Other duties as assigned.
• Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management.

Nature & Scope:

• Takes direction from management.
• Provide directions to HOS agents.
• Manage and report monthly key HOS metrics and in support of business unit goals.
• Support analysis requests related to identified key business unit issues.
• Drive reductions in concessions spent in business unit by improving employee efficiency and engagement.
• Advise and approve concessions within specified guidelines.
• Assist Marketing with social communications.
• Lead Homeowner Support Team with Online Chat, Social Media inquiries, and legal inquiries.

Knowledge & Skills:

• Ability to manage employee staffing and scheduling.
• Ability to lead and educate team on customer service and product knowledge.
• Ability to prioritize and effectively problem solve.
• Ability to manage team on projects and daily tasks.

Experience:

• 2 years of customer service experience

Education:

• High School diploma or GED equivalent, some college preferred.

Physical Requirements/Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Overtime
• Weekends as needed

Ability to Relocate:

• Waller, TX 77484: Relocate before starting work (Required)

Work Location: In person