Customer Experience Lead - Call Center Coach & Escalations

Cassidy AC; Florida; On-site; USD 55,000 - 75,000; Full time

Job summary

Cassidy AC is seeking a Customer Experience Specialist (CES) Lead to guide daily call center operations and coach CES staff to uphold service quality and KPI performance. You will help manage escalations and revenue-related activities tied to memberships within HVAC and plumbing services.

The role reports to the Call Center Supervisor and requires leadership, strong communication, and the ability to train others in a fast-paced environment.

Qualifications

• Requires strong customer service and communication skills.
• Experience coaching and mentoring teammates.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Provide daily coaching and guidance to CES team members.
• Monitor call quality and ensure adherence to standards.
• Conduct call reviews and give performance feedback.
• Assist with onboarding and training of new CES staff.
• Reinforce policies and service standards.

Skills

Customer service

Communication

Coaching and mentoring

Problem-solving

Multitasking

Sales & revenue generation

Education

High school diploma or equivalent

Tools

CRM systems

Call center software

Scheduling platforms

Job description

Cassidy AC is seeking a Customer Experience Specialist (CES) Lead to guide daily call center operations and coach CES staff to uphold service quality and KPI performance. You will help manage escalations and revenue-related activities tied to memberships within HVAC and plumbing services.

The role reports to the Call Center Supervisor and requires leadership, strong communication, and the ability to train others in a fast-paced environment.