Contact Center Lead

Frank Gay Residential; Orlando (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Frank Gay Residential in Orlando, FL seeks an experienced Call Center Supervisor to lead our Customer Excellence team. This role focuses on delivering a 5-star service experience, coaching staff, optimizing dispatch and response times, and upholding company standards.

The ideal candidate has 3+ years of supervisory call center experience, strong communication skills, and the ability to manage multiple priorities in a fast-paced environment. HVAC/plumbing familiarity is a plus.

Qualifications

• Minimum 3+ years in call center supervision/management.
• HVAC and/or Plumbing industry experience is desirable but not mandatory.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and deadlines.
• Background check and drug screen required.

Responsibilities

• Lead and train CSRs/Dispatchers to ensure consistent standards of operation.
• Optimize Dispatch Board and Technicians' schedules daily.
• Monitor quality of staff interactions to maintain high service levels.
• Provide timely feedback to management on service failures and client concerns.
• Handle escalated customer complaints professionally and provide resolutions.

Skills

Leadership

Customer service

Communication

Staff training

Team motivation

MS Office

Service Titan

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 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