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Service Experts · 1 month ago

Lead Customer Service Specialist

C452 CroppMetcalfe-Fairfax

Full-time

Onsite

Mid, Senior Level

2+ years exp

Service Experts is a company committed to providing excellent customer service, and they are seeking a Lead Customer Service Specialist to oversee the customer service activities of multiple agents. The role involves monitoring call performance, coaching team members, and ensuring high service levels are maintained.

ConstructionConsumer GoodsHeating Ventilation and Air Conditioning (HVAC)ResidentialSolar

Responsibilities

Demonstrate proficiency in inbound and outbound call handling KPI’s

Recognized by peers as an authority in support center operations and inbound call handling procedures and processes

Performs scheduled one on one sessions with team members monthly

Preparation, organization and presentation of training and related training materials

Live monitoring of inbound and outbound call performance and direct coaching as needed

Continually maintain working knowledge of all company products, services, and promotions

Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence

Dispatch as needed to improve accuracy in scheduling and speed of response

Assist in maintaining overall support center performance metrics

Answering incoming phone calls from customers and other support center duties as assigned

Maintain good customer relations and ensure that all calls meet Service Experts’ standards

Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)

Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues

Maintain customer records by updating account information

Communicate with customers on the status of service calls and handle escalations as needed

Qualification

Customer service experienceCommunication skillsMulti-taskingHVAC knowledgeOrganizational skillsInterpersonal skillsTime-management skillsTeamworkDecision-making

Required

High school diploma or equivalent with 2+ years' experience working in customer service or other customer-facing environment

Experience or training the use of computers and related systems in an administrative office environment

Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness

Excellent customer-service, communication, and interpersonal skills

Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns

Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population

Ability to work effectively in both a team and an independent environment

Ability to make decisions based on established guidelines and procedures

Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence

Effective organizational and time-management skills. Must be able to prioritize work based on service demands