Customer Support Center Lead & KPI Coach

2243 Service Experts Heating & AC-NY LLC; United States; On-site; USD 52,000 - 70,000; Full time

Job summary

Service Experts Heating & Air Conditioning seeks an experienced Customer Service Representative IV to monitor and guide a team of agents, ensuring KPI targets and service levels are met. You will mentor on inbound/outbound calls, support scheduling and dispatch, and assist the supervisor in daily operations.

You will maintain knowledge of products and promotions, handle escalations, and drive customer satisfaction with confidence.

Qualifications

• High school diploma or equivalent with 2+ years’ experience working in customer service or other customer-facing environment
• Experience or training the use of computers and related systems in an administrative office environment
• Must be able to multi-task and work effectively in fast-paced and constantly changing work environment
• Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness
• Excellent customer-service, communication, and interpersonal skills
• Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
• Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner
• Ability to communicate with a diverse customer population
• Ability to work effectively in both a team and an independent environment
• Ability to make decisions based on established guidelines and procedures
• Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
• Effective organizational and time-management skills
• Must be able to prioritize work based on service demands
• An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

Responsibilities

• Monitor the customer service activities of multiple Customer Service agents to ensure KPI’s and excellent service levels are met
• Provide direct monitoring of inbound and outbound call performance to mentor and ensure quality standards
• Assist the Customer Support Center Supervisor in the day-to-day operations of the support center
• Perform support functions such as call loading, dispatching, and schedule monitoring as needed
• Demonstrate proficiency in inbound and outbound call handling KPI’s
• Be recognized by peers as an authority in support center operations and inbound call handling procedures and processes
• Perform scheduled one on one sessions with team members monthly
• Prepare, organize and present training and related training materials
• Live monitor inbound and outbound call performance and direct coaching as needed
• Continually maintain working knowledge of all company products, services, and promotions
• Make decisions regarding customer satisfaction with confidence
• Dispatch as needed to improve accuracy in scheduling and speed of response
• Assist in maintaining overall support center performance metrics
• Answer incoming phone calls from customers and other support center duties as assigned
• Maintain good customer relations and ensure that all calls meet Service Experts’ standards
• Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, Chat
• Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
• Maintain customer records by updating account information
• Communicate with customers on the status of service calls and handle escalations as needed

Skills

Customer service

Communication

Multitasking

Problem-solving

Teamwork

Interpersonal skills

Education

High school diploma or GED

Job description

Service Experts Heating & Air Conditioning seeks an experienced Customer Service Representative IV to monitor and guide a team of agents, ensuring KPI targets and service levels are met. You will mentor on inbound/outbound calls, support scheduling and dispatch, and assist the supervisor in daily operations.

You will maintain knowledge of products and promotions, handle escalations, and drive customer satisfaction with confidence.