CSR

TurnPoint Services; Baton Rouge (LA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Paid parental leave

Paid time off

Company holidays

Life and disability insurance

Critical illness coverage

Pet insurance

Identity protection

Job summary

AccuTemp, part of TurnPoint Services, is seeking a Customer Service Representative Lead in Baton Rouge to oversee daily CSR operations and mentor the team. You will be the first escalation point for complex inquiries and collaborate with operations and sales to enhance the customer experience.

You will coach, monitor performance metrics, handle escalations, and help implement process improvements while ensuring adherence to company policies and service standards in a fast-paced environment.

Qualifications

• 3+ years of customer service experience.
• Strong communication, problem-solving, and conflict-resolution skills.
• Proven ability to coach, motivate, and develop team members.
• Experience with CRM or customer service software preferred.
• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.

Responsibilities

• Train and mentor a team of Customer Service Representatives to deliver high-quality support.
• Monitor performance metrics (response time, resolution rates, customer satisfaction scores) and provide coaching for improvement.
• Handle escalated customer issues efficiently and professionally.
• Assist in scheduling, workload management, and delegation of tasks across the CSR team.
• Collaborate with operations, sales, and service departments to streamline communication and resolve cross-functional issues.
• Identify trends in customer concerns and recommend improvements to policies, processes, and systems.
• Ensure compliance with company policies, service standards, and industry regulations.
• Support training of new CSR team members.
• Prepare reports for leadership on team performance, customer feedback, and service outcomes.

Skills

3+ years in customer service

strong communication

coaching & development

CRM experience

multi-priority management

Tools

CRM software

Job description

Brand Overview

AccuTemp has been proudly serving Baton Rouge with trusted HVAC and plumbing solutions for decades. Known for reliability, expertise, and award-winning service, AccuTemp has become a household name across Louisiana. As part of TurnPoint Services, we combine the strength of a national platform with the local heart of Baton Rouge service. Employees thrive in a family-first culture, supported by advanced training and career growth opportunities across TurnPoint’s 62 brands. Join AccuTemp and grow your career with a team that values craftsmanship, community, and long-term success.

Role Overview

CSR Lead (2025-1198)

The Customer Service Representative Lead oversees day-to-day customer service operations, mentors and coaches the CSR team, and ensures outstanding customer satisfaction. This role acts as the first point of escalation for complex customer inquiries, collaborates with operations and sales teams, and drives process improvements that enhance efficiency and the overall customer experience.

What You Bring

• 3+ years of customer service experience
• Strong communication, problem-solving, and conflict-resolution skills
• Proven ability to coach, motivate, and develop team members
• Experience with CRM or customer service software preferred
• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment

Key Responsibilities

• Train and mentor a team of Customer Service Representatives to deliver high-quality support
• Monitor performance metrics (response time, resolution rates, customer satisfaction scores) and provide coaching for improvement
• Handle escalated customer issues efficiently and professionally
• Assist in scheduling, workload management, and delegation of tasks across the CSR team
• Collaborate with operations, sales, and service departments to streamline communication and resolve cross-functional issues
• Identify trends in customer concerns and recommend improvements to policies, processes, and systems
• Ensure compliance with company policies, service standards, and industry regulations
• Support training of new CSR team members
• Prepare reports for leadership on team performance, customer feedback, and service outcomes

Why You'll Love Working Here

• Comprehensive Benefits: Medical, dental, and vision coverage; a 401(k) plan with company match; paid parental leave; PTO; company-paid holidays; life and disability insurance; accident, critical illness, and hospital indemnity coverage; and access to voluntary benefits such as pet insurance and identity/fraud protection - everything you need to support yourself and your family.
• Real Growth Opportunities: With more than 60+ strong local brands behind you, you’ll have the chance to grow your skills, take on new responsibilities, and build a long-term career.
• A Culture with Heart: We lead with teamwork, respect, and integrity. Every voice matters, and every contribution fuels our shared success.
• Purpose-Driven Work: Every role — in the field, office, or leadership — makes a real impact by helping families and communities stay safe and comfortable.
• Competitive Rewards: Strong pay, solid benefits, and recognition programs designed to celebrate craftsmanship, commitment, and exceptional performance.
• Clear Career Paths: From apprentice and entry-level roles to expert technicians, office leaders, and GMs — you’ll always know where you can grow next.
• Training & Development: Hands-on technical instruction, leadership pathways, and continuous learning through our Apprenticeship Academy and brand-level coaching.
• Modern Tools & Technology: Advanced diagnostics, digital tools, and quality equipment that help you work safer, smarter, and more efficiently.
• Safety First: A safety-first mindset built into every process so you go home safely every day.
• Inclusive & Supportive Environment: We welcome all backgrounds and empower every employee to bring their best.
• Stable & Reliable: The strength of a national platform with the trust of long-standing local brands means your career is secure and supported.
• Community Impact: Your work strengthens local neighborhoods and supports families in meaningful, practical ways.

EEO Statement

Equal Opportunity Employer

We are an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or other status protected by applicable federal, state, or local law.