Customer Experience Leader: Training & Quality

Frank-Gay-Services-1; Orlando (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

Frank-Gay-Services-1 is seeking a Call Center Supervisor in Orlando to lead the Customer Excellence team, develop training curricula, and drive top-notch service levels. You will monitor call quality, coach staff, and optimize dispatcher schedules to meet daily targets.

The role emphasizes building strong relationships, managing priorities under pressure, and ensuring consistent high standards across customer interactions.

Qualifications

• Excellent written and verbal communication skills
• Great attention to detail and organizational skills
• Friendly, Enthusiastic and Engaging personality for a fast-paced environment
• Ability to build relationships with internal and external contacts
• Ability to cope with pressure and changing priorities
• Must be authorized to work in the United States

Responsibilities

• Demonstrates core values and strives for a 5-star customer experience
• Develops curriculum and trains new hires and existing CSRs/Dispatchers
• Monitors quality of staff interactions to ensure excellent customer service
• Provides training to staff to develop skills
• Holds staff accountable for engaging with customers courteously
• Ensures Dispatch Board and Technicians' schedules are optimized daily
• Keeps up with service and product information and updates
• Handles escalated customer complaints professionally and provides resolutions

Skills

Communication skills

Team leadership

Attention to detail

Organizational skills

Multitasking

Tools

Service Titan

Microsoft Office

Job description

Frank-Gay-Services-1 is seeking a Call Center Supervisor in Orlando to lead the Customer Excellence team, develop training curricula, and drive top-notch service levels. You will monitor call quality, coach staff, and optimize dispatcher schedules to meet daily targets.

The role emphasizes building strong relationships, managing priorities under pressure, and ensuring consistent high standards across customer interactions.