Customer Service Team Lead

Customer Care Team Lead Location: Charlotte, NC Employment Type: Full-Time, Non-Exempt Schedule: Monday-Friday | 7:00 AM - 4:00 PM (in-office) with bi-weekly late shifts until 7:00 PM and after-hours availability for emergencies Compensation: $24.00 to $27.00 an hour with additional earning potential Lead a High-Performing Customer Care Team As Customer Care Team Lead at Horne Heating and Air Conditioning, you'll be the first point of contact for your team, customers, and cross-department escalations. You'll coach CSRs and Dispatchers, ensure SOPs are followed, monitor KPIs, and help deliver the exceptional service our customers expect. This is more than a supervisory role - you'll shape the daily experience of both your team and every homeowner who contacts us. If you thrive on leadership, enjoy developing others, and want a stable career with a respected, family-owned company, we'd love to meet you. Why You'll Love Working Here Four-day workweek options available for many roles (this position follows a standard five-day schedule with strong work-life boundaries) Established, family-owned company serving Charlotte since 1983 Year-round, stable employment Quarterly performance incentives + extra earning opportunities (5-star Google reviews, filter spiffs) Positive, team-oriented culture with ongoing training and career growth Employee appreciation events and recognition programs Clear path for long-term advancement into management Compensation & Benefits $24.00 to $27.00 an hour, based on experience, with additional earning potential Medical, dental, vision, and life insurance Paid holidays, PTO, and birthday paid day off 401(k) with company match Tuition and certification reimbursement Additional earnings: $25 per 5-star Google review with name mention + filter referral spiffs What You'll Be Doing As Customer Care Team Lead, you'll combine hands-on support with leadership responsibilities to keep the department running smoothly and effectively. Key responsibilities include: Serve as the primary point of contact for team questions, customer escalations, and issue resolution Onboard and coach new team members while providing ongoing training and feedback Monitor and maintain KPIs for CSRs and Dispatchers; track trends and address performance gaps Ensure 100% of Avoca calls are reviewed, and SOPs are followed consistently Oversee chats, emails, and inbound inquiries to meet department response standards Support the Inside Sales and Install Coordinator with smooth handoffs and accurate information Lead daily service huddles using a standard agenda and attend scheduled department meetings Maintain advanced knowledge of ServiceTitan, Dialpad, Avoca, and other platforms Complete required training (ServiceTitan courses, IAQ certification, etc.) within 90 days What We're Looking For 3+ years of customer service or call-center experience, including at least 1 year in a lead or supervisory role Strong leadership, coaching, and team-building skills Excellent verbal and written communication with a professional, respectful approach Proven ability to manage KPIs, escalations, and multiple priorities Advanced proficiency in ServiceTitan (or similar CRM) and Microsoft Office Dependable, positive attitude with strong follow-through and attention to detail Comfortable working in the office with occasional late shifts and after-hours availability Experience That Will Help You Stand Out Prior HVAC, plumbing, or home services industry experience ServiceTitan power-user or completion of advanced ServiceTitan courses Experience with Dialpad, Avoca, or similar call-center platforms Bilingual (English/Spanish) Background in training, quality assurance, or inside sales support About Horne Heating and Air Conditioning Since 1983, Horne has built its reputation on honest work, exceptional service, and treating customers like neighbors. We invest in our employees and create an environment where people can build lasting careers. Our Core Values Honesty • Opportunity • Recognition • Neighborly • Empowerment If you're ready to lead a customer-focused team, develop others, and enjoy the stability of a respected local company, we'd love to hear from you. Please apply online only. We respectfully request no phone calls regarding this position. Candidates will be required to pass a background check and pre-employment drug screening upon being given a conditional offer of employment #J-18808-Ljbffr