Position Summary: In addition to performing all job duties of a TSR, Lead Line Agents answer questions on policies, products, and procedures from TSR Representatives through dedicated call queues. Lead Line agents also serve as the 1st level in the escalation process. The work week will include: Lead Line Call Queue support, TSR Call Queue support, and Administrative & Project work as assigned. What You’ll Be Doing: • Answer questions on policies, products, and procedures from TSR Representatives • Handle escalated calls as the 1st level in the escalation process • Must act as a positive role model for all agents by supporting company values, policies, and procedures • Genuine concern for the success of others • Ability to provide training to TSRs based on need • Discretion in providing feedback to Supervisors on TSR specific development concerns while maintaining confidentiality • Must have the ability to communicate effectively, both verbally and in writing • Professional judgment and ability to diplomatically and tactfully communicate with others • Must lead by example by having a fun, patient, approachable attitude, and a willingness to help others • Ability to read, understand, and communicate both written and oral instructions • Flexibility and adaptability to changes in the workplace • Required to be resourceful and proficient in Microsoft Office, Outlook and AS400, for the purpose of keeping information organized and current • Must complete applicable training • Other duties as assigned What You’ll Need: • Significant experience as an Armstrong TSR is required • Demonstrated knowledge of CSC policies, products, and procedures • Must maintain a superior Armstrong 360 (quality) rating • Must maintain Lead Line level PGP statistics Who We Are The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions. Armstrong is an Equal Opportunity Employer. The Armstrong Group, a family owned and operated business, now employs over 2,000 people across the nation. The company continues to value strong relationships with its employees and close ties to the communities it serves.