Lead Customer Service Representative

TrustalRecruiting; Sandpoint, Northern (ID, KY); Hybrid; USD 36,000 - 47,000; Full time

Benefits offered by this job

Competitive pay

Full-time position

Work-life balance

Collaborative team environment

Tiered PTO

Job summary

Pend Oreille Mechanical is seeking a Lead Customer Service Representative to manage daily phone operations, coordinate with the field and office, and drive workflow improvements from a centralized desk in Sandpoint. You will lead a small CSR team, handle client and vendor relations, and maintain high customer-experience standards.

The role requires an associate degree, CSR experience, and strong CRM and finance skills.

Qualifications

• Associate degree is required.
• Previous CSR experience is required.
• Advanced computer skills including Microsoft Office Suite and scheduling software; strong CRM experience (ServiceTitan) is valued.
• Strong understanding of accounting and finance as it relates to invoicing, vendor payments, and rebates.
• Excellent oral, written, and interpersonal communication skills.
• Detail-oriented, independent, and able to work with the team to meet goals.
• Valid Driver's License.
• Commitment to company values and ethics.

Responsibilities

• Daily phone operations with 3 CSRs and balanced outbound responsibilities.
• Master call booking for installation and service sides.
• Develop, monitor, and maintain standardized workflows for office and service departments.
• Lead changes in workflows and phone-handling protocols; ensure team alignment.
• Lead office projects including customer scripts, invoicing, and vendor management.
• Oversee warranty claims, rebates, marketing programs, and payments from vendors.
• Resolve complex customer issues in line with core values.

Skills

Customer service

Leadership

Communication

CRM experience

Detail oriented

Education

Associate degree

Tools

Microsoft Office Suite

Scheduling software

ServiceTitan CRM

Job description

Lead Customer Service Representative-- In Office Position

Drive Operational Excellence & Master the Customer Experience

Join a Quality-Driven Team Where Your Leadership, Reliability, and Support Matter Most

Since 2001, Pend Oreille Mechanical has been an established HVAC company providing top-tier commercial and residential services across Sandpoint, ID, North Idaho, and Montana. Run by Sammy Jo and Nick, we are a young, respectful, family-owned team driven by "The Triple Win" - decision must benefit the customer, employee, and company. We treat our team as partners and live by a simple motto: winning together or learning together.

Our workplace is built entirely on our company's core values of teamwork, integrity, and pride/passion in what we do and how we do it. We are a team of highly motivated individuals working cohesively to achieve our mission and uphold our core values.

Your Purpose

As theLead Customer Service Representative, your primary duties are to be on the phones regularly every day, handling both inbound and outbound calls alongside your team. In addition to these core phone responsibilities, there are critical operational duties that you will run as well to keep our daily office procedures running flawlessly.

In this position, you are responsible for operational activities, including managing and creating standardized workflows that maintain a high level of excellence, identifying areas of improvement opportunities, and supporting team members with their roles and responsibilities. You will serve as a vital bridge coordinating activity between the office and the field to ensure the best possible outcome.

You are an independent, "humbly confident" leader who handles client, vendor, and team dynamics directly, leveraging our company's core values to ensure we fulfill our high standards for customer experience and quality expectations.

What’s In It for You

We offer total financial stability, premium perks, and an environment where your commitment to team support, leadership, and operational quality is highly rewarded.

• Competitive Hourly Compensation: $26–$34 per hour, DOE (Depending on Experience).
• Stable Employment Structure: Enjoy a stable, full-time position designed for long-term career growth.
• True Work-Life Balance: Leave your weekends for yourself as your average workday runs Monday through Friday from 7:30 AM to 4:30 PM.
• Collaborative Team Environment: Work directly under our office manager, Sammy Jo, guiding a small, close-knit team of 3 CSRs which includes a dedicated Service Dispatcher and an Install CSR.
• Tiered Paid Time Off (PTO):
  • 1 week of paid time off after 1 year of employment.
  • 2 weeks of paid time off after 3 years of employment.
  • 3 weeks of paid time off after 5 years of employment.

Core Responsibilities & Performance Targets

• Daily Phone Operations: Handle inbound phone traffic alongside the team, ensuring all 3 CSRs are on the phones equally, and rotate outbound calling responsibilities evenly across the team.
• Comprehensive Call Booking: Master and execute every single type of call across the business, maintaining the capability to seamlessly book both the installation and service sides of our operations.
• Workflow Development: Develop, monitor, and maintain standardized workflows for office responsibilities as well as the service department to ensure maximum operational efficiency.
• Team Alignment: Act as the operational lead when changes in workflows or phone-handling protocols occur, ensuring updates are thoroughly communicated and discussed so the entire team stays clear and on the same page.
• Operational Projects: Lead specialized office projects, including writing customer communication scripts, processing client invoicing, and managing vendor relations and tracking.
• Claims & Tracking Management: Oversee various tracking efforts, including processing and tracking warranty claims, rebates, marketing programs, and payments from vendors.
• Client Issue Resolution: Confidently resolve complex customer issues or concerns to ensure complete satisfaction, using our core values to guide independent decisions like waiving service fees when appropriate.
• Daily Leadership Support: Lead the morning team huddle first thing in the morning if the office manager is unavailable, and remain consistently available to answer questions and assist with team decisions.
• Dispatch & Fleet Oversight: Ensure technicians are being dispatched effectively , assist technicians with immediate field issues , and manage the service fleet maintenance schedule.
• Onboarding & Training: Manage the onboarding and training of new office staff members.
• Meetings & Goals: Facilitate weekly meetings , monitor and communicate company goals, and ensure all team members comply with required job duties.
• Financial & Compliance Tracking: Provide regular feedback to managers regarding market trends and revenue opportunities to help achieve budgeted gross margins while ensuring compliance with local, state, federal, and company requirements.
• Lead Optimization: Maximize lead opportunities and help retain and grow Club Membership clients.
• Administrative Support: Perform clerical duties associated with technician paperwork, personnel evaluations, expense reports , and other tasks assigned by the General Manager or Owner.

Position Requirements & Qualifications

• Education: Associate degree is required.
• Proven Experience: Previous Customer Service Representative (CSR) experience is required, along with a background managing relations across technicians, vendors, and clients.
• Technical & CRM Expertise: Advanced computer skills including Microsoft Office Suite and scheduling software experience , paired with strong CRM experience (ServiceTitan support and resolution experience is highly valued ).
• Financial Knowledge: A strong understanding of accounting and finance as it relates to the industry, specifically for handling invoicing, vendor payments, and rebates.
• Communication Skills: Excellent oral, written, and interpersonal communication skills, with the ability to write professional customer scripts and calmly navigate difficult client situations.
• Work Style: Highly detailed, organized, and independent with exceptional follow-through; a great teammate and an incredible helper who is "humbly confident" and automatically buys into team goals.
• Licensing: Must possess a valid Driver's License.
• Core Alignment: Ready to uphold, obey, and teach the company Code of Ethics, Team Rules, and Team Philosophy while honoring our core values.

Physical Demands & Work Environment

This role is centered within a fast-paced office setting, requiring high organizational capability and consistent communication.

• Physical Demands: Position requires frequent speaking, listening using a headset, sitting, long periods working at a computer, and the use of hands/fingers across a keyboard or mouse. Occasional climbing up and down stairs and moderate lifting of 20 to 30 pounds may be required.
• Working Environment: Performs clerical and operational activities within a service center environment with a moderate noise level. The required company dress code is business casual.

Schedule & Rules of Engagement

• Hours: 7:30 AM – 4:30 PM (Monday – Friday). Lunch breaks are carefully staggered across the 3 CSRs to maintain constant phone coverage.
• Flexibility & Dedication: Must be available and willing to step in for anyone on the team, with the flexibility to work more than 40 hours per work week and up to 12 hours per day to adjust for seasonal needs or complex operational projects.
• The Core Values: Every single decision must be run through our core values: Teamwork, Integrity, Pride/Passion, and the Triple Win. (Is it good for the customer, employee, and company?) We trust you to be independent and make things right for the client using these principles, though final manager escalations remain with the manager, Sammy Jo.
• Compliance & Safety: Responsible for following and enforcing policies and procedures to ensure the company fulfills its high standard of customer experience, helping to harness a safety culture, and ensuring all operations remain in compliance with company and regulatory requirements.

Pend Oreille Mechanicalis an Equal Opportunity Employer.