Southern Home Services · 10 hours ago
Customer Experience Center Team Lead
Maitland, FL
Full-time
Onsite
Mid, Senior Level
3+ years expSouthern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses around the United States. They are seeking a Customer Experience Coordinator - Team Lead to oversee and guide a team of customer service representatives in a call center environment, ensuring high-quality service delivery and providing coaching and support to team members.
Heating Ventilation and Air Conditioning (HVAC)Industrial ManufacturingMachinery Manufacturing
Responsibilities
Team Leadership: Lead, motivate, and supervise a team of call center agents, ensuring high standards of customer service, productivity, and adherence to company policies
Performance Management: Monitor and evaluate agent performance, providing regular feedback, coaching, and support to enhance skills and achieve key performance indicators (KPIs)
Call Monitoring: Review and assess call interactions to ensure agents maintain professionalism, deliver high-quality customer service, and comply with company standards
Scheduling: Develop and manage agent schedules to ensure adequate coverage during peak hours and adherence to break schedules
Training and Development: Identify training needs, assist in creating and implementing training programs, and support the onboarding process for new hires
Quality Assurance: Establish and maintain quality assurance procedures to deliver consistent, exceptional customer service, and implement corrective actions as needed
Data Analysis: Collect and analyze data on call volume, response times, and customer satisfaction to derive insights and improve operational efficiency
Conflict Resolution: Address and resolve customer and employee issues, escalating complex cases to higher management when necessary
Documentation and Reporting: Maintain accurate records and reports on call center activities, performance metrics, and agent evaluations
Compliance: Ensure adherence to industry regulations, company policies, and standards
Additional duties as assigned
Qualification
Required
High school diploma or equivalent required
3-5 years of customer service experience, including 1-2 years in a supervisory or team lead role within a call center environment
Proven leadership skills with experience in coordinating and motivating teams to achieve performance goals
Strong written and verbal communication skills for effective engagement with team members and clients
Expertise in performance management, including monitoring, evaluating, and providing feedback to enhance team productivity
Proficiency with call center software and CRM systems
Strong problem-solving and conflict resolution skills for managing customer and employee issues
Ability to analyze data and apply insights to improve operational efficiency
Excellent organizational and time management skills, capable of prioritizing tasks and meeting deadlines
Superior presentation skills for delivering clear and impactful status updates using PowerPoint
Flexible and adaptable, with the ability to work varying shifts and thrive in a dynamic environment
Committed to maintaining high standards of customer service and ensuring adherence to company policies and industry regulations
Preferred
Trades experience preferred, with knowledge of Service Titan as a Plus!
Benefits
Reliable, Year-Round Work
Weekly Paychecks
Paid Time Off and Paid Holidays
Comprehensive Medical, Dental and Vision Benefits
Company Matched 401k
Employee Discounts
Company
Southern Home Services
Southern Home Services provides Air Conditioning, Heating, Electrical, and Plumbing repair and maintenance services throughout Florida, Georgia, South Carolina, North Carolina, Texas, Kansas, Missouri, Maryland, Virginia, Alabama, and Kentucky.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-10-04Acquired
Leadership Team
Bryan Benak
Chief Executive Officer & Member Board of Directors
Mike Stucky
Retired CEO Southern HVAC
Company data provided by crunchbase