Contact Center Lead — Customer Excellence & Training

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

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.