Senior Customer Service Lead — Support Center Operations

Service Experts LLC; Town of Clifton Park (NY); Sur place; USD 52 000 - 65 000; Plein temps

Résumé du poste

Service Experts Heating & Air Conditioning in Clifton Park, NY seeks a Customer Service Representative IV to monitor the performance of multiple agents, mentor staff, and ensure KPI targets and service levels are met. You will oversee inbound and outbound call activities, support the Service Center Supervisor, and assist with training materials and sessions.

Responsibilities include live monitoring, coaching, dispatching for scheduling accuracy, and maintaining customer records while resolving a

Qualifications

• High school diploma or equivalent with 2+ years’ experience in customer service or a customer-facing environment.
• Experience with computers and related systems in an administrative office environment.
• Ability to multi-task in a fast-paced, changing work environment.
• Excellent customer-service, communication, and interpersonal skills.

Responsabilités

• Monitor customer service activities of multiple agents to ensure KPI targets and service levels.
• Directly assist the Supervisor in day-to-day support center operations.
• Live monitoring of inbound/outbound calls and provide coaching as needed.
• Dispatch as needed to improve scheduling accuracy and response speed.
• Maintain customer records and communicate service call status to customers.
• Handle escalations and resolve diverse customer concerns via phone, email, or chat.

Connaissances

Customer service

Communication

Interpersonal skills

Multitasking

Time management

Teamwork

Conflict resolution

Call center

Formation

High School Diploma/GED

Description du poste

Service Experts Heating & Air Conditioning in Clifton Park, NY seeks a Customer Service Representative IV to monitor the performance of multiple agents, mentor staff, and ensure KPI targets and service levels are met. You will oversee inbound and outbound call activities, support the Service Center Supervisor, and assist with training materials and sessions.

Responsibilities include live monitoring, coaching, dispatching for scheduling accuracy, and maintaining customer records while resolving a