Team Lead - CSR Call Center

Wrench Group; Tempe (AZ); On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Health, Vision, Dental plans

Paid time off

Paid holidays

401K retirement plan

Birthday paid time off

Life insurance

Job summary

Wrench Group is seeking a Weekend Call Center Team Lead to supervise and train CSRs in our Tempe call center. You will handle in- and outbound calls, generate reports, and coach the team for efficiency.

This in-office weekend position runs Tue-Sat, 7a-7p, with a focus on performance and process improvements. Qualifications include 5+ years of customer service, 2+ years in call center supervision, and strong leadership.

Qualifications

• 5+ years customer service experience, ideally in a call center.
• 2+ years call center supervisory experience.
• Strong leadership & training skills.
• Must be fluent in reading, writing, and speaking English; bilingual English-Spanish is a plus.

Responsibilities

• Generate daily, weekly, and monthly reports.
• Log and update time and attendance.
• Approve and submit refund requests to accounting.
• Review cancelled memberships and coach for accuracy.
• Monitor team chats and respond to questions.

Skills

Customer service

Team leadership

Training

MS Office

English fluency

Tools

Service Titan

DialPad

Podium

Job description

Overview

Our Weekend Call Center Team Lead works from our in-office call center delivering stellar customer service while handling in & outbound customer calls, as well as supervising CSR's on your team for supreme efficiencies. You'll be responsible for performing various supervisory tasks such as training, call reports, and miscellaneous office assignments. Prior team lead/supervisor call center experinece is preferred. HVAC/plumbing industry experience highly desirable. Bilingual English-Spanish is a plus!

**Please note, this is an in-office WEEKEND position, with a schedule of Tuesday - Saturday (current call center hours are 7a-7p Mon-Sun)**

What's In It For Me?

• Competitive Pay! $25+ per hour + bonus plan
• Dedicated on-going training, support, and career growth! We focus on continued education through hands-on classroom & on-the-job trainings, one on one's, and small group trainings
• Paid Time Off, Sick Time, 6 Paid Holidays per year, PLUS get paid to take your birthday off! That's right! Take some time off with your family throughout the year, you deserve it!
• Generous benefits package including Health, Vision, and Dental plans for you and your family to choose from, plusCompany Paid Life Insurance, Short-Term and Long-Term Disability and so much more
• 401K Retirement Plan
• Special Program Options: FSA, Free Employee Assistance Program, Legal Services, and Identity Theft Protection
• Business Casual Environment! We wear jeans around the office!

We strive to keep our employees happy and working consistently, built from providing 37+ years of superior service and strong leadership! And we like to have fun! We throw employee appreciation events throughout the year like parking lot BBQ's, catering/food trucks, snow cone days, big prize giveaways, employee recognition awards, and more!

Responsibilities

What Will I Do?

• Generating daily, weekly, and monthly reports
• Log and Update Time & Attendance
• Approve and submit refund requests to accounting
• Review cancelled memberships, forward to correct department and coach to any inaccuracies from the call taker
• Monitor team chats, responding to questions and verifying new hire jobs
• Monitor and respond to Podium and BBB reviews both positive and negative in a timely manner
• Communicate with the Answering Service when changes to the schedule occur
• Monitor DialPad Dashboard and Service Titan to obtain additional phone coverage when necessary
• Take inbound calls each day to not only assist when calls holding but to demonstrate proficiency to call takers
• Keep the call center up to date on any changes made to policies and procedures
• Produce individual Growth & Development Plans/Action Plans
• Provide Feedback and Coaching (Side by side)
• Performance Monitoring and Training
• Manage & Distribute the Shared Account
• Updated the Call Center on Service Updates throughout the day as they change
• Build relationships through communication with Dispatch & Leadership re: daily overview and call volume needs
• Complete new hire paperwork for hired candidates, post interview.
• Assist with staffing & hiring initiatives such an interviewing potential candodates
• Complete performance management documents and deliver the communication to the employee

Qualifications

Do I Have What it Takes?

• 5+ years customer service experience, ideally in a call center setting
• 2+ years call center supervisory experience
• Strong leadership & training skills
• Highly motivated self-starter
• Basic computer proficiency, particularly with Microsoft applications (Outlook, Word, Excel, & Teams)
• Experience with Service Titan software is a plus
• Must be fluent in reading, writing, and speaking English; Bilingual English-Spanish us a plus!
• Must be able to sit for long periods of time
• Must be able to pass a pre-employmeny background check & drug screen

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.