Contact Center Lead

Frank-Gay-Services-1; Orlando (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

Frank-Gay-Services-1 is seeking a Call Center Supervisor in Orlando to lead the Customer Excellence team, develop training curricula, and drive top-notch service levels. You will monitor call quality, coach staff, and optimize dispatcher schedules to meet daily targets.

The role emphasizes building strong relationships, managing priorities under pressure, and ensuring consistent high standards across customer interactions.

Qualifications

• Excellent written and verbal communication skills
• Great attention to detail and organizational skills
• Friendly, Enthusiastic and Engaging personality for a fast-paced environment
• Ability to build relationships with internal and external contacts
• Ability to cope with pressure and changing priorities
• Must be authorized to work in the United States

Responsibilities

• Demonstrates core values and strives for a 5-star customer experience
• Develops curriculum and trains new hires and existing CSRs/Dispatchers
• Monitors quality of staff interactions to ensure excellent customer service
• Provides training to staff to develop skills
• Holds staff accountable for engaging with customers courteously
• Ensures Dispatch Board and Technicians' schedules are optimized daily
• Keeps up with service and product information and updates
• Handles escalated customer complaints professionally and provides resolutions

Skills

Communication skills

Team leadership

Attention to detail

Organizational skills

Multitasking

Tools

Service Titan

Microsoft Office

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 interaction
• Continuously improves Customer Excellence department procedures & protocols
• Develops curriculum and trains new hires as well as existing CSRs/Dispatchers to ensure consistent and accurate standards of operation are met
• Monitors the quality of staff interactions to ensure excellent customer service
• Utilizes appropriate training resources to support and continually develop staff skills
• Provides additional training to staff that need further support
• Holds staff accountable for engaging with customers in a courteous and helpful manner
• Ensures Dispatch Board & Technicians' schedules are optimized on a daily basis
• Keeps up with service and product information and updates
• Provides timely feedback to management regarding service failures and/or client concerns
• Answers customers' calls and inquiries via company’s social media accounts and other web services
• Handles any escalated customer complaints in a professional manner and provides resolutions
• Demonstrates positive and cooperative behavior with customers and coworkers
• Maintains required documentation and records to meet best practices
• Maintains strict confidentiality of company data and other employment information
• Maintains confidentially on all private, sensitive, and proprietary business issues and concerns
• Performs other related tasks, duties and responsibilities as assigned by manager
• The 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 mandatory
• Friendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environment
• Positive team-player that works well with others and demonstrates good camaraderie skills
• Ability to build relationships with a wide variety of internal and external contacts
• Excellent written and verbal communication skills
• Must have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlines
• Ability to cope with pressure and rapidly changing priorities
• Ability to remain calm, patient and professional when dealing with difficult customers / situations
• Ability to achieve targets and goals
• Ability to recognize when staff needs additional training and/or assistance
• Microsoft Office proficiency/ technologically savvy
• Familiarity with Service Titan software a big plus
• Must be able to pass background check and drug screen
• Must be authorized to work in the United States