Senior Customer Service Coach – Support Center Operations

2240 Service Experts Heating & AC LLC; Town of Clifton Park (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Service Experts Heating & AC LLC in Clifton Park, NY is seeking a Senior Customer Service Representative IV to monitor and mentor a team of agents, ensuring KPIs and service levels are met.

You will oversee inbound/outbound call performance, assist the Customer Support Center Supervisor, and handle dispatching, scheduling, and training materials. The role requires 6+ years in customer service, strong communication, and the ability to work in a fast-paced environment; HVAC knowledge is a plus.

Qualifications

• 2+ years' experience in customer service or related environment
• Experience with computers and office systems
• Ability to multi-task in a fast-paced environment
• Excellent customer-service, communication and interpersonal skills
• Ability to communicate with diverse customers
• Teamwork and ability to work independently
• HVAC knowledge is a plus
• High school diploma or equivalent

Responsibilities

• Demonstrate proficiency in inbound and outbound call handling KPI's
• Recognized by peers as an authority in support center operations and inbound call handling procedures
• Performs scheduled one on one sessions with team members monthly
• Preparation, organization and presentation of training and related training materials
• Live monitoring of inbound and outbound call performance and direct coaching as needed
• Continually maintain working knowledge of all company products, services, and promotions
• Ability to accept empowerment and to be prepared to 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
• Answering 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 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

Interpersonal skills

Time management

Education

High School Diploma/GED

Job description

Service Experts Heating & AC LLC in Clifton Park, NY is seeking a Senior Customer Service Representative IV to monitor and mentor a team of agents, ensuring KPIs and service levels are met.

You will oversee inbound/outbound call performance, assist the Customer Support Center Supervisor, and handle dispatching, scheduling, and training materials. The role requires 6+ years in customer service, strong communication, and the ability to work in a fast-paced environment; HVAC knowledge is a plus.