Team Lead, Customer Care - REQ 1528

Team Lead, Customer Care

Mitsubishi Electric Trane HVAC US LLC is looking for a Team Lead, Customer Care in Suwanee, GA.

Hours for this role: 10:00AM - 7:00PM

Position Summary

The Customer Care Team Lead is responsible for supporting the day-to-day operations of the Customer Care department while promoting consistent, high-quality customer experience. This role serves as a frontline leader and subject matter expert, providing coaching, technical guidance, quality oversight, and operational support to Customer Care Advisors.

The Team Lead partners closely with the Supervisor, Customer Care to monitor performance, support advisor development, manage workflow priorities, and ensure departmental objectives are achieved. This role serves as an escalation resource for customer concerns, supports training and onboarding initiatives, and drives continuous improvement efforts focused on customer experience, advisor effectiveness, knowledge management, and operational performance.

The Team Lead is expected to lead through influence, foster accountability, promote collaboration, and support the professional growth of team members.

Essential Functions

The essential functions of the position include, but are not limited to the following:

• Serve as the primary day-to-day resource for Advisor I and Advisor II team members by providing real-time coaching, guidance, and support to advisors regarding customer interactions, procedures, and technical inquiries.
• Conduct call monitoring, case reviews, side-by-side coaching, and live listening activities to support advisor development and reinforce departmental standards, operating procedures, service expectations, and best practices.
• Partner with advisors to ensure timely follow-up and resolution of customer concerns while servicing as a point of escalation for customer concerns, service recovery situations, and complex support issues.
• Promote a customer-first culture focused on professionalism, responsiveness, ownership, and resolution.
• Monitor phone queues, email inboxes, CRM activity, and case backlogs to ensure timely customer support, identify operational risks, workload imbalances, and customer-impacting issues and escalate appropriately.
• Support departmental service level objectives and performance targets.
• Support the development, maintenance, and improvement of knowledge management content, operational processes and procedures, work instructions, and support documentation.
• Ensure advisors leverage available systems, processes, and resources consistently while identifying knowledge gaps and supporting the development of training resources.
• Support continuous improvement initiatives, Kaizen activities, projects, and departmental objectives.
• Assist management with workforce management activities, quality monitoring and calibration, onboarding and training, performance reporting, and customer satisfaction trend analysis as needed.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent required. Associate degree, technical certification, HVAC education, trade school training, or related experience preferred.
• Minimum three years of customer service, technical support, HVAC support, or related experience.
• Prior leadership, mentoring, coaching, training, or team support experience preferred.
• Advanced knowledge of customer service principles, escalation management, and customer experience best practices.
• Strong understanding of METUS products, programs, systems, and support processes.
• Demonstrated ability to coach, mentor, and influence others in a positive and productive manner.
• Strong verbal and written communication skills.
• Strong organizational, analytical, and problem-solving skills.
• Ability to manage multiple priorities and adapt to changing business needs.
• Experience utilizing CRM systems, reporting tools, knowledge bases, and business applications.
• Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
• Ability to build effective working relationships across all levels of the organization.

The base pay range for this position at commencement of employment is expected to be between $26.93 and $37.02/hour however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

The total compensation package for this position may also include other elements, including target bonus plans and discretionary awards. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents. Employees will also receive 80 hours of vacation per year, 56 hours of paid sick leave annually, and 13 paid holidays throughout the calendar year, depending on hire date. Employees may also take up to 12 weeks of paid or unpaid [parental/disability/emergency/etc.] leave, if eligible.

About Mitsubishi Electric Trane HVAC US

Formed in 2018, Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America. A 50 percent 50 percent joint venture between Trane Technologies plc and Mitsubishi Electric US, Inc., the company provides innovative products, systems and solutions capable of cooling and heating any application from a home to a large commercial building. METUS is a leading marketer of Zoned Comfort Solutions and Variable Refrigerant Flow (VRF) air-conditioning and heating technology. Systems sold by the joint venture include a wide variety of technologically advanced products designed to deliver superior efficiency, comfort and control.

The family of brands supported by METUS includes: Mitsubishi Electric Cooling & Heating, Trane / Mitsubishi Electric and American Standard Heating & Air Conditioning Mitsubishi Electric. More information is available at . We offer an excellent compensation and benefits package including 401(K).