Customer Service Team Lead — Coaching & Growth

Central Carolina Air Conditioning Company; Greensboro (NC); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Comprehensive insurance

Life insurance

401k with company match

Holiday and paid time off

Job summary

Central Carolina Air Conditioning Company is seeking a customer-centric Call Center Team Lead to drive appointment scheduling, renewals, and exceptional service. You will coach CSRs, refine scripts, and partner with management to deliver clear performance insights.

You will lead a fast-paced team, maintain high enthusiasm, and represent the brand with empathy and professionalism, contributing to customer satisfaction and revenue growth.

Qualifications

• Proven track record in customer service
• Diplomatic leader able to diffuse conflict and convey empathy
• Inspires and leads others to attain company goals
• Positive attitude and enthusiasm in a fast-paced environment
• Willingness to participate in meetings and training
• Excellent written and verbal communication

Responsibilities

• Generate and execute inbound and outbound call plans to meet booking goals and support sales and revenue growth
• Lead the Call Center in converting incoming customer inquiries into booked service appointments
• Drive service agreement renewal efforts to meet customer retention goals
• Resolve customer complaints quickly and favorably, promoting the Central Carolina brand
• Coach CSRs on performance improvement and script refinement
• Present reports to senior leaders in an easy-to-understand format

Skills

Customer service

Leadership

Conflict resolution

Communication

Teamwork

Public speaking

Coaching

Education

High school diploma or equivalent

Some college preferred

Tools

Microsoft Office

Job description

Central Carolina Air Conditioning Company is seeking a customer-centric Call Center Team Lead to drive appointment scheduling, renewals, and exceptional service. You will coach CSRs, refine scripts, and partner with management to deliver clear performance insights.

You will lead a fast-paced team, maintain high enthusiasm, and represent the brand with empathy and professionalism, contributing to customer satisfaction and revenue growth.