Customer Experience Lead - Home Services & Dispatch

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

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.