CSR Lead

Mr. Rooter of Greater Bergen; Midland Park (NJ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k)

Employee discounts

Health insurance

Paid time off

Dental insurance

Vision insurance

Job summary

Mr. Rooter of Greater Bergen in Midland Park, NJ, is seeking a motivated CSR Lead to guide a team of service representatives and ensure every customer interaction reflects the brand's quality and care.

You will oversee daily operations, coach staff, coordinate dispatch with field technicians, and track KPIs to improve response times and customer satisfaction. This role rewards leadership and customer-first service in a fast-paced home services environment.

Qualifications

• 2+ years in customer service.
• Prior lead/supervisory experience.
• Strong verbal and written communication.
• Experience with scheduling/dispatch software is a plus: Service Titan.
• Able to multitask and stay calm in a high-volume environment.
• Customer-first mindset with problem-solving abilities.

Responsibilities

• Lead and support a team of Customer Service Representatives in daily operations.
• Handle inbound/outbound calls, scheduling, and dispatching service technicians.
• Monitor call quality and provide coaching to CSR staff.
• Resolve escalated complaints and maintain high customer satisfaction.
• Track and report KPIs like call volume, booking rates, and response times.
• Coordinate with field technicians and management to ensure seamless service delivery.
• Assist in onboarding and training new customer service staff.

Skills

Leadership

Team leadership

Communication

Problem-solving

Customer service

Multitasking

Tools

Service Titan

Job description

Benefits:

• 401(k)
• Employee discounts
• Health insurance
• Paid time off
• Dental insurance
• Vision insurance

About the Role:

Mr. Rooter of Greater Bergen is looking for a motivated and experienced CSR Lead to join our growing team in Midland Park, NJ! In this role, you'll be the backbone of our customer experience — leading a team of service representatives and ensuring every customer interaction reflects the quality and care our brand is known for. If you thrive in a fast-paced environment and love helping people, this is the opportunity for you.

Responsibilities:

• Lead and support a team of Customer Service Representatives in daily operations
• Handle inbound and outbound customer calls, scheduling, and dispatching service technicians
• Monitor call quality and provide coaching and feedback to CSR team members
• Resolve escalated customer complaints and ensure high levels of customer satisfaction
• Track and report on key performance metrics including call volume, booking rates, and response times
• Coordinate with field technicians and management to ensure seamless service delivery
• Assist in onboarding and training new customer service staff

Requirements:

• 2+ years of customer service experience, preferably in a home services or trades environment
• Prior experience in a lead, supervisory, or team lead role
• Strong communication skills, both verbal and written
• Proficiency with scheduling or dispatching software is a plus: Service Titan
• Ability to multitask and remain calm under pressure in a high-volume environment
• Customer-first mindset with strong problem-solving abilities
• Must be located in or able to commute to Midland Park, NJ

About Us:

Mr. Rooter of Greater Bergen is a trusted name in plumbing and drain services, proudly serving homeowners and businesses across the Bergen County area. Our customers love us for our reliability, transparency, and top-notch workmanship — and our team members love us for our supportive culture and opportunities for growth. When you join Mr. Rooter, you become part of a team that takes pride in doing the job right, every time.