Customer Service Team Leader

GAGNE HEATING & AC LLC; Alpharetta (GA); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a respected family-owned HVAC company as a Call Center Team Leader, where you'll oversee daily operations and ensure exceptional customer service. This in-office role in Alpharetta, GA, offers the chance to lead a dedicated team in a supportive culture that values hard work and promotes a healthy work-life balance. As a key player, you'll set goals, monitor performance, and implement policies to enhance efficiency. If you have leadership experience in a call center and a passion for customer service, we want to hear from you!

Benefits

401(k) matching

Dental insurance

Employee discounts

Health insurance

Paid time off

Vision insurance

Qualifications

• Prior leadership experience in a call center is required.
• Solid understanding of customer service KPIs and metrics.

Responsibilities

• Lead, train, and coach call center staff for outstanding service.
• Monitor operations and identify areas for improvement.
• Set clear goals and KPIs for the team.

Skills

Leadership

Customer Service

Communication Skills

Performance Monitoring

Education

High School Diploma or GED

Some College

Tools

ServiceTitan

Microsoft Office Suite

Job description

Benefits:

401(k) matching

Dental insurance

Employee discounts

Health insurance

Paid time off

Vision insurance

Join Our Team as a Call Center Team Leader

We are currently seeking an experienced and motivated Call Center Team Leader to play a key role in our growing team. In this in-office position, you will work closely with leadership to oversee day-to-day call center operations, ensuring high performance and exceptional customer service.

You'll be part of a respected, family-owned HVAC company that values hard work, fosters a supportive team culture, and promotes a healthy work-life balance. We are proud to be a 7-time Carrier President’s Award winner and the 2023 North Georgia Dealer of the Year.

Location Requirement: This is an on-site role based in Alpharetta, GA. Candidates must live within a commutable distance.

Key Responsibilities

Lead, train, and coach call center staff to ensure outstanding customer service delivery.

Monitor daily operations and identify areas for process and performance improvement.

Set clear goals and KPIs for the team, and track performance to ensure targets are met.

Create and implement call center policies and procedures to enhance efficiency.

Prepare and deliver performance reports to upper management.

Bring a proactive, results-driven approach to continuously elevate team performance.

Qualifications

Prior leadership or supervisory experience in a call center is required.

Home services industry experience is a strong plus.

High school diploma or GED required; some college preferred.

Familiarity with ServiceTitan or similar CRM software is preferred.

Solid understanding of customer service KPIs and metrics.

Proficiency in Microsoft Office Suite.

Strong written, verbal, and interpersonal communication skills.

How to Apply

To be considered, please text a short video to [phone], answering the following:

What accomplishment are you most proud of in your career?

Based on your experience, why do you believe you're a strong fit for this position?

We look forward to learning more about you!