Customer Solutions Center Lead – CSR Training & Dispatch

EMCOR Facilities Services, Inc.

Tempe (AZ)

On-site

USD 42,000 - 66,000

Full time

5 days ago

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Job summary

EMCOR Facilities Services, Inc. is seeking a Customer Solutions Center Supervisor to oversee the frontline Customer Service Representatives who support CSC contracted customers, vendors and technicians.

This role focuses on monitoring CSR performance and coaching staff with supervisor oversight. Lead CSRs in web-based work order dispatch, email communications, and daily task execution; drive training for new hires and ongoing workflows; monitor call metrics to ensure high customer satisfaction

Qualifications

High school diploma required; associate degree preferred.
Adept at customer-facing interactions in a fast-paced setting.
Strong communication and listening skills with a customer-focused approach.
Ability to coach and develop CSRs and lead training initiatives.
Proven ability to manage multiple tasks and meet deadlines.
Experience in a call center or customer service environment.

Responsibilities

Provide daily oversight and delegation of CSR tasks, including work order dispatch and emails.
Lead training sessions for new hires and ongoing workflows and processes.
Coach CSRs to meet or exceed performance standards and report outcomes to supervisors.
Monitor CSR performance and call statistics to ensure optimal service delivery.
Perform other duties as assigned.