Shift Lead - Customer Service Rep

EMCOR Facilities Services, Inc.; Tempe (AZ); On-site; USD 42,000 - 66,000; Full time

Job summary

EMCOR Facilities Services, Inc. is seeking a Customer Solutions Center Supervisor to oversee the frontline Customer Service Representatives who support CSC contracted customers, vendors and technicians.

This role focuses on monitoring CSR performance and coaching staff with supervisor oversight. Lead CSRs in web-based work order dispatch, email communications, and daily task execution; drive training for new hires and ongoing workflows; monitor call metrics to ensure high customer satisfaction

Qualifications

• High school diploma required; associate degree preferred.
• Adept at customer-facing interactions in a fast-paced setting.
• Strong communication and listening skills with a customer-focused approach.
• Ability to coach and develop CSRs and lead training initiatives.
• Proven ability to manage multiple tasks and meet deadlines.
• Experience in a call center or customer service environment.

Responsibilities

• Provide daily oversight and delegation of CSR tasks, including work order dispatch and emails.
• Lead training sessions for new hires and ongoing workflows and processes.
• Coach CSRs to meet or exceed performance standards and report outcomes to supervisors.
• Monitor CSR performance and call statistics to ensure optimal service delivery.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem solving

Critical thinking

Adaptability

Time management

Training leadership

Education

High school diploma

Associate’s degree preferred

Job description

About Us

From commercial office space and manufacturing to multi-site retail portfolios, we manage and support over 1 billion square feet of facilities space for the nation’s leading organizations. We provide comprehensive facility services ranging from mechanical maintenance and self-performed, site-based operations to energy-efficiency upgrades and supplier-managed interior/exterior maintenance.

Job Summary

Support and assist supervisors in the Customer Solutions Center (CSC) who oversee the Customer Service Representatives who provide primary/frontline telephone support for CSC contracted customers, vendors and technicians. This includes monitoring CSR performance, coaching CSRs with supervisor oversight and/or approval, and supporting Supervisors in order to meet or exceed customer performance standards.

Essential Duties & 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 CSC meets or exceeds customer performance standards.

Other duties as assigned

Qualifications

Education

(HS Diploma, Under/Graduate Degree, etc.)

High school diploma required. Associate’s degree preferred.

Business Experience

(prior years work/related experience)

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. (Every situation is different and requires a unique and customized response from the CSR Supervisor/Lead.)

Ability to complete work accurately while under deadline pressure. This includes quickly making decisions with limited input from the customer.

Demonstrated ability to manage telephone customer interactions and convey confidence while resolving customer issues. Critical thinking and problem solving skills.

Open to change and able to accept constructive criticism and responsibility.

Demonstrated ability to organize and prioritize work to meet deadlines.

Equal Opportunity Employer

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success.

Equal Opportunity Employer/Veterans/Disabled

Affirmative Action Policy

Please review our

Geographic Disclosure

#EFS