Contact Center Lead

Frank Gay Services; Orlando (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

Frank Gay Services is hiring for a call center supervisory role in Orlando. You will lead the customer service team, ensure top-tier support, and continuously improve CSRs/Dispatchers with ongoing training and clear standards.

The ideal candidate has 3+ years in call center supervision, familiarity with HVAC/plumbing contexts, strong communication, and ability to manage multiple priorities while maintaining service quality.

Qualifications

• Minimum of three (3+) years of call center supervisory/management experience.
• HVAC and/or Plumbing industry experience desired, but not mandatory.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and deadlines under pressure.
• Authorized to work in the United States.
• Willing to pass background check and drug screen.

Responsibilities

• Lead and supervise the customer service team to ensure a 5-star service experience.
• Improve department procedures and training for CSRs/Dispatchers.
• Monitor staff interactions and optimize daily schedules.
• Respond to inquiries via phone and social media channels.
• Handle escalated customer complaints professionally and provide resolutions.
• Maintain confidentiality and accurate documentation.

Skills

Call center management

HVAC industry knowledge

Excellent communication

Team leadership

Microsoft Office

Service Titan familiarity

Tools

Service Titan

Job description

Overview

"Responsibilities:

Demonstrates our core values every single day: Service, Teamwork, Integrity, and QualityStrives for nothing below a 5-star customer experience with every interactionContinuously improves Customer Excellence department procedures & protocolsDevelops curriculum and trains new hires as well as existing CSRs/Dispatchers to ensure consistent and accurate standards of operation are metMonitors the quality of staff interactions to ensure excellent customer serviceUtilizes appropriate training resources to support and continually develop staff skillsProvides additional training to staff that need further supportHolds staff accountable for engaging with customers in a courteous and helpful mannerEnsures Dispatch Board & Technicians' schedules are optimized on a daily basisKeeps up with service and product information and updatesProvides timely feedback to management regarding service failures and/or client concernsAnswers customers' calls and inquiries via company’s social media accounts and other web servicesHandles any escalated customer complaints in a professional manner and provides resolutionsDemonstrates positive and cooperative behavior with customers and coworkersMaintains required documentation and records to meet best practicesMaintains strict confidentiality of company data and other employment informationMaintains confidentially on all private, sensitive, and proprietary business issues and concernsPerforms other related tasks, duties and responsibilities as assigned by managerThe company reserves the right to add or change duties as needed

Qualifications:

A minimum of three (3+) years of call center supervisory/management experience required; call center experience in HVAC and/or Plumbing industry desired, but not mandatoryFriendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environmentPositive team-player that works well with others and demonstrates good camaraderie skillsAbility to build relationships with a wide variety of internal and external contactsExcellent written and verbal communication skillsMust have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlinesAbility to cope with pressure and rapidly changing prioritiesAbility to remain calm, patient and professional when dealing with difficult customers / situationsAbility to achieve targets and goalsAbility to recognize when staff needs additional training and/or assistanceMicrosoft Office proficiency/ technologically savvyFamiliarity with Service Titan software a big plusMust be able to pass background check and drug screenMust be authorized to work in the United States