Call Center Team Lead - Day, Evening and Rotating Weekends

Call Center Team Lead

The Call Center Team Lead provides day-to-day leadership and operational support to the Customer Service team. This individual is responsible for coaching, developing, and motivating Customer Service Representatives to achieve and exceed key performance indicators. In partnership with the Call Center Manager, the Team Lead helps oversee call center operations, including call flow management, workload distribution, process improvement initiatives, and employee training and development, while fostering a positive and high-performing team environment.

The schedule for this position is: Monday and Friday: 8AM 5PM OR 9AM 6PM AND Tuesday, Wednesday, Thursday: 12PM 9PM. Rotating Weekends are also required.

Essential Functions

• A clear understanding of what constitutes high quality customer service to ensure we exceed service level and expectations
• Handle and resolve a variety of customer concerns, complaints and questions by phone, Live Chat and text message across all lines of business while documenting dispatches thoroughly
• Able to oversee and manage any customer related issues or inquiries with minimal to no supervision
• Assess and positively impact employee performance through mentoring and coaching
• Recommends procedures for management and assists in establishment of department policies
• Participate in training and shadowing other customer service team members
• Communicate with customers on the status of service calls
• Motivate team members by leading rewards and recognition activities
• Perform outbound calls to schedule preventative maintenance and tune ups
• Continually maintain working knowledge of all company products, services and promotions
• Work well with others at a variety of levels within the organization
• Ability to adapt to new demands, reprioritize workload and address urgent demands quickly
• Eagerness and ability to learn new skills, technologies and business processes quickly
• Handles special projects and performs other duties as assigned

Qualifications

• HS diploma or GED required.
• Preferred previous experience leading, coaching or training a customer representative team (preferably within a Call Center environment).
• Previous experience coaching to develop and increase CSR performance to achieve company objectives.
• Experience facilitating customer excellence training and providing coaching sessions in a classroom/virtual setting.
• Experience with evaluating calls and coaching CSRs to exceed customer quality standards, sales, and performance metrics.
• High energy, positive attitude, and ability to work in a fast paced, changing environment.
• Creative with coaching, supporting teams/team members in a customer-focused, sales driven environment.
• Strong verbal, written communication skills.
• The individual needs to be passionate about providing exceptional customer service, resolving problems, identifying root causes and continuous improvement ideas and being able to grow these values within others.
• Strong proficiency in Microsoft Office Outlook, Excel, and PowerPoint
• Excellent analytical and problem-solving skills.
• Eye for attention to detail, and ability to multi-task and handle high volumes.
• Experience in an HVAC coaching role is considered a strong asset.
• Experience with Service Titan is considered a strong asset.

Please note that any offer of employment is conditional upon successful completion of a background check, drug screen, and motor vehicle record review (as applicable).

Reliable is proud to be an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees. We do not discriminate in our employment practices based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, pregnancy or related condition, marital status, military or veteran status or any other basis protected by federal, state, or local law.