Call Center Team Lead - Day, Evening and Rotating Weekends

Reliable Heating & Air; Kennesaw (GA); On-site; USD 42,000 - 65,000; Full time

Job summary

Reliable Heating & Air in Kennesaw, GA is seeking a Call Center Team Lead to guide the Customer Service team. You will coach CSRs, monitor KPIs, and partner with the Call Center Manager to improve processes and training.

The role requires a HS diploma or GED, call center leadership experience, and proficiency in Microsoft Office. The schedule includes weekdays and rotating weekends, with day and evening shifts.

Qualifications

• HS diploma or GED required.
• Experience leading, coaching or training a CSR team.
• Experience coaching CSRs to meet performance metrics.
• Experience with evaluating calls and QA for quality.
• Strong proficiency in Microsoft Office and data handling.

Responsibilities

• Lead and coach Customer Service Representatives to meet KPIs.
• Oversee call flow management and workload distribution.
• Partner with Call Center Manager on training and development.
• Monitor performance and provide mentoring to staff.
• Handle escalations and communicate status to customers.

Skills

Coaching

Call Center

MS Office

Analytical skills

Service Titan

Education

HS diploma or GED

Tools

Microsoft Office

Service Titan

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Team Lead - Day, Evening and Rotating Weekends

CUSTOMER SERVICE Full Time Clerical KENNESAW, Kennesaw, GA, US

2 days ago Requisition ID: 1740

Summary

The Call Center Team Lead provides day-to-day leadership and operational support to the Customer Service team. This individual is responsible for coaching, developing, and motivating Customer Service Representatives to achieve and exceed key performance indicators. In partnership with the Call Center Manager, the Team Lead helps oversee call center operations, including call flow management, workload distribution, process improvement initiatives, and employee training and development, while fostering a positive and high-performing team environment. The schedule for this position is: Monday and Friday: 8AM - 5PM OR 9AM - 6PM AND Tuesday, Wednesday, Thursday: 12PM - 9PM. Rotating Weekends are also required.

Essential Functions

• 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

Qualifications

• HS diploma or GED required.
• Preferred previous experience leading, coaching or training a customer representative team (preferably within a Call Center environment).
• Previous experience coaching to develop and increase CSR performance to achieve company objectives.
• Experience facilitating customer excellence training and providing coaching sessions in a classroom/virtual setting.
• Experience with evaluating calls and coaching CSRs to exceed customer quality standards, sales, and performance metrics.
• High energy, positive attitude, and ability to work in a fast paced, changing environment.
• Creative with coaching, supporting teams/team members in a customer-focused, sales driven environment.
• The individual needs to be passionate about providing exceptional customer service, resolving problems, identifying root causes and continuous improvement ideas and being able to grow these values within others.
• Strong proficiency in Microsoft Office - Outlook, Excel, and PowerPoint
• Excellent analytical and problem-solving skills.
• Eye for attention to detail, and ability to multi-task and handle high volumes.
• Experience in an HVAC coaching role is considered a strong asset.
• Experience with Service Titan is considered a strong asset.

Please note that any offer of employment is conditional upon successful completion of a background check, drug screen, and motor vehicle record review (as applicable).

Reliable is proud to be an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees. We do not discriminate in our employment practices based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, pregnancy or related condition, marital status, military or veteran status or any other basis protected by federal, state, or local law.