Technical Customer Care Team Lead

Mitsubishi Electric Trane US; Suwanee (GA); On-site; USD 37,000 - 51,000; Full time

Benefits offered by this job

401(k) plan

Medical coverage

Dental coverage

Vision coverage

Life insurance

Vacation time

Paid holidays

Parental/disability leave

Job summary

Mitsubishi Electric Trane HVAC US LLC is seeking a Team Lead, Technical Customer Care in Suwanee, GA. You will coach Advisor I/II, monitor performance, and drive continuous improvement in customer experience and knowledge management.

Responsibilities include real-time coaching, call monitoring, escalation handling, and collaboration with supervisors to meet service targets. Requires leadership, HVAC knowledge, and strong communication skills.

Qualifications

• High School Diploma or equivalent required. Associate degree, technical certification, HVAC education, trade school training, or related experience preferred.

Responsibilities

• Serve as the primary day-to-day resource for Advisor I and Advisor II team members by providing real-time coaching, guidance, and support to advisors regarding customer interactions, procedures, and technical inquiries.
• Conduct call monitoring, case reviews, side-by-side coaching, and live listening activities to support advisor development and reinforce departmental standards, operating procedures, service expectations, and best practices.
• Partner with advisors to ensure timely follow-up and resolution of customer concerns while servicing as a point of escalation for customer concerns, service recovery situations, and complex support issues.
• Promote a customer-first culture focused on professionalism, responsiveness, ownership, and resolution.
• Monitor phone queues, email inboxes, CRM activity, and case backlogs to ensure timely customer support, identify operational risks, workload imbalances, and customer-impacting issues ... and elevate appropriately.
• Support departmental service level objectives and performance targets.
• Support the development, maintenance, and improvement of knowledge management content, operational processes and procedures, work instructions, and support documentation.
• Ensure advisors leverage available systems, processes, and resources consistently while identifying knowledge gaps and supporting the development of training resources.
• Support continuous improvement initiatives, Kaizen activities, projects, and departmental objectives.
• Assist management with workforce management activities, quality monitoring and calibration, onboarding and training, performance reporting, and customer satisfaction trend analysis as needed.
• Perform other duties as assigned.

Skills

Coaching

Leadership

Technical knowledge

Customer service

CRM systems

Microsoft Office

Communication

Problem solving

Multi-tasking

Education

High School Diploma or equivalent

Associate degree or HVAC education

Technical certification

Tools

CRM systems

MS Office (Outlook, Word, Excel, PowerPoint)

Job description

Mitsubishi Electric Trane HVAC US LLC is seeking a Team Lead, Technical Customer Care in Suwanee, GA. You will coach Advisor I/II, monitor performance, and drive continuous improvement in customer experience and knowledge management.

Responsibilities include real-time coaching, call monitoring, escalation handling, and collaboration with supervisors to meet service targets. Requires leadership, HVAC knowledge, and strong communication skills.