Customer Service Team Lead

Call Center Team Lead – Home Services (HVAC, Plumbing, Sewer & Electrical)

Position Summary

The Call Center Team Lead is responsible for overseeing the daily performance of a team of inbound and outbound customer service representatives who schedule service appointments for heating, air conditioning, plumbing, sewer, and electrical services. This role is responsible for driving team performance, ensuring exceptional customer experience, improving operational efficiency, and coaching agents to meet and exceed key performance indicators (KPIs).

The ideal candidate is a customer-focused leader with strong communication skills, experience in call center operations, and a passion for employee development and process improvement.

Essential Duties and Responsibilities

Team Leadership & Coaching

• Lead, motivate, and develop a team of customer service representatives and appointment setters.
• Conduct regular coaching sessions, side-by-sides, and call reviews to improve agent performance.
• Provide real-time support and guidance for escalated customer concerns.
• Deliver ongoing training on call handling, customer service, and company processes.
• Foster a positive, collaborative, and high-performance team environment.
• Assist with onboarding and training of new team members.

Performance Management

• Monitor and manage individual and team KPIs, including:
• Appointment booking rate
• Conversion rate
• Show rate
• Customer satisfaction scores
• Schedule adherence
• Average handle time
• Quality assurance scores
• Attendance and productivity metrics
• Develop action plans for underperforming employees.
• Recognize and reward high-performing team members.

Operational Management

• Ensure all appointments are accurately scheduled according to company guidelines.
• Monitor call queues and staffing levels to maintain service level agreements (SLAs).
• Collaborate with dispatch, field managers, and department leaders to optimize scheduling and technician utilization.
• Identify process improvement opportunities and implement solutions to increase efficiency and customer satisfaction.
• Assist management with forecasting call volume and staffing needs.

Customer Experience

• Ensure agents provide empathetic, professional, and solution-oriented customer service.
• Handle escalated customer concerns and resolve issues in a timely manner.
• Maintain a customer-first culture that prioritizes urgency, communication, and service excellence.
• Ensure agents properly set expectations regarding appointment windows, pricing, and service availability.

Reporting & Administration

• Prepare and present performance reports and KPI dashboards.
• Maintain accurate records of coaching sessions, disciplinary actions, and employee performance.
• Monitor adherence to company policies and procedures.
• Assist with special projects and process improvement initiatives as needed.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 2+ years of call center leadership or supervisory experience preferred.
• Experience in home services, HVAC, plumbing, electrical, or related industries preferred.
• Strong leadership, coaching, and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Ability to multitask and thrive in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM systems and Microsoft Office Suite.
• Experience with workforce management and reporting tools is preferred.

Pay: $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience:

• Call Center Supervising: 2 years (Required)

Work Location: In person