Lead Customer Service Representative

We are looking for a Lead Customer Service Representative to help lead a high-performing Customer Service team and set the standard for exceptional customer interactions.

Key Responsibilities

• Lead the CSR team's daily performance and set the standard for excellent customer service.
• Handle a high volume of inbound customer calls while meeting personal service and sales goals.
• Step in to assist with difficult, escalated, or sensitive customer calls.
• Lead daily huddles and weekly CSR team meetings with clear agendas, coaching points, priorities, and follow-up.
• Prepare and deliver daily, weekly, and monthly performance reports.
• Monitor key metrics including call volume, booking and conversion rates, abandon rates, sales targets, and follow-up completion.
• Coach and support Customer Service Representatives to improve call-handling and sales performance.
• Identify customer needs and build strong customer relationships through clear and professional communication.
• Provide accurate and complete information using the appropriate systems and resources.
• Follow up on pending and recommended work to ensure opportunities are not missed.
• Learn the plumbing, HVAC, and restoration business and help train team members on services, systems, and call-taking procedures.
• Support a positive, professional, and customer-focused team culture.

Qualifications

• Proven experience in a high-volume call center, customer service, telemarketing, dispatch, or similar environment.
• Strong ability to handle upset or frustrated customers and turn challenging calls into positive experiences.
• Comfortable reviewing and reporting performance data using call reports, spreadsheets, dashboards, or similar tools.
• Ability to lead effective team meetings, keep discussions on track, and communicate clear next steps.
• Confident and professional phone presence.
• Strong written and verbal communication skills.
• Reliable attendance and scheduling.
• Ability to learn new software quickly and train others.
• Strong organizational skills and attention to detail.
• Ability to work independently while also supporting and motivating a team.

Preferred Qualifications

• Experience in plumbing, HVAC, restoration, or another home-services industry.
• ServiceTitan experience.
• Previous experience coaching, training, or evaluating Customer Service Representatives.
• Bilingual English/Spanish.

Physical Requirements

This position is primarily performed in a climate-controlled office environment.

• Must be able to lift, push, pull, and/or move up to 25 pounds.
• Regularly required to sit, stand, walk, stoop, bend, squat, open doors, and climb or descend stairs.
• Ability to operate standard office equipment, including computers, phones, copiers, and scanners.