Customer Service Team Lead - Call Center

Customer Service Team Lead - Call Center  - CANADYS - Richmond Hill GA

Join our busy Customer Service Team!  Must have Call Center Experience! 

This is a Full Time, Hourly position, working On-Site at our Richmond Hill GA Branch near Savannah.

Pay: $18.00 - $20.00 / Hour Based on Experience - With Eligibility for Performance Based $$  Bonus

About Us:

Since 1986, Canady’s has built a reputation for excellence, integrity, and honesty in providing exceptional residential HVAC and Plumbing services to the community.

Why Join Us?

• Competitive hourly pay weekly pay
• Incentive opportunities
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO) & Paid Holidays
• Company-Paid Life Insurance
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)
• Opportunities for advancement in a company that promotes from within

What You'll Do: 

The Customer Service Lead is responsible for driving successful individual and overall team performance results by: 1) onboarding and training CSRs, 2) coordinating ongoing training for CSRs, 3) directing daily service center tasks, 4) handling customer issues and escalations, 4) collaborating with other departments, and 5) mentoring he customer service team, and ensuring an important level of customer service. 
Sales, Team Management, SERVICE TITAN / CRM, driving KPI metric / performance results are preferred!

ESSENTIAL JOB FUNCTIONS:

• Onboarding and training of new and experienced CSRs
• Monthly work schedule development, daily schedule adherence and workload management, and attendance
• Anticipate and handle customer escalation calls and work order/account issues
• Monitor customer feedback for appropriate internal communication and resolution
• Serve as point of contact with other departments to ensure that customer requests are handled effectively
• Communicate with IT to alert them to any systems issues or request systems changes as necessary
• Maximize overall call-handling efficiency and minimize call-handling errors by identifying processes that need improvement and working with Customer Service Manager (CSM) to implement changes
• Improve overall team success by gathering performance data to develop/modify training, communicate with CSM for CSR development and upper management reporting
• Foster a high level of employee engagement and teamwork by working with CSM to promote monthly contests, implement service center improvements, and organize informative and fun monthly team meetings
• Keep upper management informed on any issues or roadblocks to success
• Completing projects for CSM as needed
• Work cross functionally with dispatchers to ensure customer is fully taken care of
• Maintain up-to-date knowledge of company products and services
• Other duties as assigned

QUALIFICATIONS/ABILITIES:

• Experience in leading, motivating and encouraging individuals/teams to success in support of Company’s objectives
• Excellent oral and written communication skills
• Strong leadership abilities that display confidence, decisiveness, and ability to remain objective
• Able to manage challenging customer situations with professionalism and empathy
• Able to multi-task
• Strong problem solving and organizational skills
• Proficiency in customer service software and tools
• Able to work in a fast-paced environment and under pressure while exuding flexibility and resourcefulness when faced with challenges
• Exceptional Customer Service skills
• Superior telephonic skills
• Professional and able to collaborate with other internal staff
• Self-starter with strong self-accountability mindset in achieving set individual and team goals  
• Self-starter, reliable, flexibility with hours
• Strong customer service skills
• Present and communicate professionally (written and verbal)
• Excellent organizational, detail oriented and follow-through skills 
• Excellent interpersonal communication skills on a professional and technical level
• Must be a critical thinker - 
• Strong English composition skills
• Telephone etiquette and working knowledge of email systems

EDUCATION/EXPERIENCE REQUIREMENTS:

SCHEDULE:

Need to have open availability. Schedule may include Day, Evening, Weekend, Holiday shifts

REQUIRED:

• High school diploma/GED required
• Strong knowledge in MS Office Suite including proficient use of Excel and PowerPoint

PREFERRED:

• Associate degree preferred but not required
• Bilingual a plus, not required.
• Experience in the trades helpful: HVAC, plumbing, electrical
• Experience with Service Titan

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

Physical Demands:

• Prolonged periods sitting at a desk and working on a computer.
• Climbing up and down stairs from time to time
• Moderate lifting may be required (15-20) pounds
• Ability to work more than 40 hours per work week and up to 12 hours per day

 Working Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
• Dress code is business casual

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE