Hybrid Shift Lead: CSR Coach and Trainer

EMCOR Group; Tempe (AZ); Hybrid; USD 42,000 - 62,000; Full time

Job summary

EMCOR Facilities Services, Inc. in Tempe, AZ is seeking a Customer Solutions Center Supervisor to support frontline CSR operations and ensure high-quality customer service across contracted customers, vendors, and technicians.

You will monitor performance, coach CSRs, and collaborate with Supervisors to meet or exceed service standards while training new hires and guiding daily workflows in a hybrid work setting.

Qualifications

• 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 under deadline pressure.
• Demonstrated ability to manage telephone customer interactions and resolve issues.

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, work order follow-up and other tasks as necessary.
• Provide overall department training on workflows and processes. Training may be in group setting or one-on-one. Lead must be confident and comfortable speaking in front of peers and taking ownership of new hire training success.
• Coach CSRs in proper processes and procedures to ensure service delivery meets or exceeds customer performance standards. Continually coach, develop, assist, and support CSRs using positive encouragement and constructive feedback. Provide CSR work performance feedback to supervisors for 90-day initial reviews, monthly scorecards, call monitoring forms and annual performance reviews.
• Monitor CSRs’performance, call statistics and critical daily tasks to ensure optimal operational effectiveness and to ensure the CSCmeets or exceeds customer performance standards.
• Other duties as assigned

Skills

Customer service

Communication skills

Problem solving

Education

HS Diploma

Associate’s degree preferred

Job description

EMCOR Facilities Services, Inc. in Tempe, AZ is seeking a Customer Solutions Center Supervisor to support frontline CSR operations and ensure high-quality customer service across contracted customers, vendors, and technicians.

You will monitor performance, coach CSRs, and collaborate with Supervisors to meet or exceed service standards while training new hires and guiding daily workflows in a hybrid work setting.