Customer Solutions Center Lead - Coaching & Training

EMCOR Group; Tempe (AZ); Hybrid; USD 45,000 - 65,000; Full time

Job summary

EMCOR Group in Tempe, AZ is seeking a Customer Solutions Center Supervisor to oversee frontline CSR support for CSC customers, vendors and technicians. You will monitor performance, coach CSRs, and support supervisors in achieving service standards.

The role emphasizes training, process adherence, and driving timely resolutions in a dynamic call-center environment. Strong communication and problem-solving skills are essential for success.

Qualifications

• High school diploma required. Associate's degree preferred.
• 2 to 3 years of experience in a customer service/call center environment.
• Professional, friendly demeanor with a customer-oriented attitude.
• Good communication and listening skills.
• Ability to thrive in an unpredictable environment.
• Ability to complete work accurately while under deadline pressure.
• Demonstrated ability to manage telephone customer interactions and convey confidence while resolving customer issues.
• Critical thinking and problem solving skills.
• Open to change and able to accept constructive criticism and responsibility.
• Demonstrated ability to organize and prioritize work to meet deadlines.

Responsibilities

• Provide daily oversight and delegation of CSR critical tasks, including web-based work order dispatch, telephone work order requests, work order alarm screen monitoring, customer e-mailbox communication, and follow-up.
• Provide overall department training on workflows and processes, in group settings or one-on-one.
• Lead must be confident presenting to peers and own new hire training success.
• Coach CSRs in proper processes to meet performance standards; provide feedback to supervisors for reviews and scorecards.
• Monitor CSRs' performance, call statistics and critical daily tasks to ensure operational effectiveness.

Skills

Customer service

Call center

Coaching

Training

Performance feedback

Education

HS Diploma

Associate's degree

Job description

EMCOR Group in Tempe, AZ is seeking a Customer Solutions Center Supervisor to oversee frontline CSR support for CSC customers, vendors and technicians. You will monitor performance, coach CSRs, and support supervisors in achieving service standards.

The role emphasizes training, process adherence, and driving timely resolutions in a dynamic call-center environment. Strong communication and problem-solving skills are essential for success.