Lead Customer Service Rep

Job Summary

A Lead Customer Service Representative will act as assistant to the Customer Service Manager and as help desk to the CSR team. Will assist in training and coaching CSRs to provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Duties & Responsibilities

• Take Overflow Inbound Calls & assists when coverage needed
• Accurately updates and corrects Service Titan information errors
• Handles most customer service complaints and first contact escalations
• Utilize good judgment and understanding of company policy to effectively make decisions to resolve customer issues.
• Achieve monthly team performance goals
• Facilitate Full CSR Onboarding Training
• Side by Sides
• Script Review/Training
• Role Play
• Train/test on all booking processes
• Act as help desk to all CSR levels
• Act as team leader in absence of CSR Manager
• Attend Nexstar Off Site Training Class
• Makes suggestions to improve work environment
• Able to merge accounts
• Audit Age of Equipment for 3 Day Call Board & Updates regularly
• Able to prepare and understand Daily Reports
• Be able to perform administrative duties. And any duties for management/all duties as assigned.
• This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive, but representative; other duties may be assigned.

Competencies for Success

• Communication
• Customer Focus
• Dependability/Productivity
• Interpersonal Skills
• Organization Skills
• Quality
• Results Orientation
• Adaptability
• Decision Making
• Initiative
• Leadership
• Results Driven
• Sense of Urgency
• Employee Focus

Required Skills & Abilities

• HVAC & Plumbing knowledge preferred
• Excellent communication, decision making, persuasion and problem resolution skills
• Ability to build trust and demonstrate empathy
• Proficiency with computers (ability to navigate within multiple screens) & a good typist
• Very reliable and trustworthy

Education & Experience

• High School Diploma or Higher
• Minimum 3 years of customer service experience
• Lead/Escalation experience preferred

Physical Demands

• Must be physically able to lift, lower, push, and pull objects of up to 25 lbs. unassisted
• Ability to stand, walk, climb, bend, stoop, and crouch for extended periods of time

Work Environment

• Office based

Work Schedule

• Flexible for ANY shift (hours & days), to ensure leadership/overflow coverage

Remote Work Eligibility

• Not Eligible

Equal Opportunity Employment Statement

Rite Way is an Equal Opportunity Employer (EOE) and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, protected veteran status, or any other personal characteristic protected by Federal, State, or Local Laws.