What are the responsibilities and job description for the Call Center Team Lead position at Reliable Heating & Air?
Join the Nation's #1 Trane Dealer: Reliable Heating and Air is growing and we are looking for A Customer Service Call Center Supervisor to join our team! We offer a very competitive salary, opportunity to grow and full benefit. We care deeply about training and development. Apply now for an opportunity to join the team today!
Summary
The Customer Service Call Center Team Supervisor handles customer questions, concerns and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first-call resolution and provide you customers with the ultimate customer experience.
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
- High School diploma required
- College degree or equivalent work experience preferred
- 5 years call center experience in a high volume environment preferred
- 5 years of customer service experience required
- 3 years of industry experience required
- Sales experience preferred
- Excellent verbal and written communication skills
- Ability to multi-task
- Critical thinking and problem solving skills
- Proficiency in typing and basic computer skills
- A can-do attitude with a high degree of integrity, sense of urgency and attention to detail
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.
