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Reliable Heating & Air · 2 months ago

Call Center Team Lead

Kennesaw, GA, US

Full-time

Onsite

Senior Level

5+ years exp

Reliable Heating & Air is the Nation's #1 Trane Dealer, seeking a Customer Service Call Center Supervisor to enhance their growing team. The role involves managing customer inquiries and concerns while ensuring high-quality service, mentoring team members, and handling special projects.

Consumer ElectronicsManufacturingReal Estate

Growth Opportunities

Responsibilities

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

Qualification

Call center experienceCustomer service experienceSales experienceCritical thinkingProblem solvingMulti-taskingTyping skillsBasic computer skillsCommunicationAttention to detail