Rosso Recruiting, LLC Hiring for Customer Service Team Lead Job at Mundelein, IL Full Time

About Our Client:

Our Client is a family-owned business providing residential and commercial plumbing, heating, and cooling services. They are looking for an experienced Customer Service Team Lead to join their team. The ideal candidate will have excellent customer service skills and be able to train and motivate customer service representative, while providing customer service and operations support.

The Customer Service Team Lead is responsible for coordinating and managing customer service functions to ensure total customer satisfaction. This includes scheduling client agreements, training and motivating CSRs, insuring quality control of service, managing lead turnover to sales, calculating productivity measures for the CSR team, and providing timely reporting.

Job Description:

• Handles incoming calls and coordinates out-bound marketing calls.
• Conducts quality control by efficiently reviewing CSR communications of the team and provides accurate reporting and productivity measurements for management.
• Assists Customer Service Representatives in correctly scheduling calls, including proper data entry and exemplary verbal communication with customers.
• Is available to assist Customer Service Representatives and Service Administration Manager with challenging customer concern calls and take the calls as needed.
• Manage lead turn over from techs and plumbers to Sales
• Forwards unique customer calls circumstances or issues and employee concerns/complaints to the Service Administration Manager.
• Trains and motivates Customer Service Representatives in getting customers involved in our products and services.
• Assists with coordination and plans residential agreements scheduling with a year round goal of 2 weeks backlog of maintenance service tech personnel, with the goal of achieving 100 precision tune up’s per month.
• Ensures the quality program for residential service and installations being performed.
• Work closely with Accounts Receivable to assure that past due customer accounts or credit risk customers are not served until their account balances are zero.
• Work closely with the HVAC and Plumbing department managers on scheduling service techs and plumbers based on experience and knowledge

The Successful Applicant:

• 3+ years customer service experience preferred
• 2+ years of experience leading a customer service team in a fast-paced environment.
• Excellent written and verbal communication skills
• High energy level, positive attitude, and ability to learn new things
• Ability to take initiative and adapt quickly
• Highly organized with the ability to multitask and prioritize their workload effectively.
• Prior experience training or mentoring others preferred but not required

Offer Details: This is a full-time permanent position offering a competitive salary, full benefits package, health insurance, paid holidays, paid vacation and advancement opportunity.

Job Type: Full-time

Pay: $47,840.00 – $62,400.00 per year

Benefits:

• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Paid training

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Mundelein, IL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Team management: 2 years (Required)
• Customer service: 3 years (Required)

Work Location: One location