CSR Lead: Elevate Customer Experience & Team Performance

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 uphold the high standards our customers expect.

You will oversee daily operations, handle calls, scheduling, dispatching technicians, and monitor quality to boost satisfaction and efficiency. This role rewards leadership, collaboration, and a hands-on approach to delivering dependable plumbing service across Bergen County.

Qualifications

• 2+ years of customer service experience in home services or trades.
• Experience in a lead/supervisor role.
• Strong verbal and written communication skills.
• Proficiency with scheduling/dispatch software is a plus (Service Titan).

Responsibilities

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

Skills

Leadership

Customer service

Communication

Team management

Multitasking

Problem solving

Tools

Service Titan

Job description

Mr. Rooter of Greater Bergen in Midland Park, NJ is seeking a motivated CSR Lead to guide a team of service representatives and uphold the high standards our customers expect.

You will oversee daily operations, handle calls, scheduling, dispatching technicians, and monitor quality to boost satisfaction and efficiency. This role rewards leadership, collaboration, and a hands-on approach to delivering dependable plumbing service across Bergen County.