Customer Service Team Lead

Customer Service Team Lead- On-site

Logan A/C & Heat Services

57 reviews (https://www.indeed.com/cmp/Logan-Services,-Inc.-1)

Dayton, OH 45414

Full-time

Logan A/C & Heat Services in Dayton, OH is looking to hire a full-time Call Center Team Lead to provide fast, friendly service to our customers. Do you enjoy helping others? Are you looking for work-life balance and a supportive growth-oriented environment?

WHO IS LOGAN A/C & HEAT SERVICES?

Logan A/C & Heat Services is the #1 residential Trane dealer in Ohio & a Mitsubishi Electric Diamond Contractor ELITE. For over 50 years, homeowners throughout Columbus, Dayton and Cincinnati, Ohio, have trusted Logan A/C and Heat Services as their heating and air conditioning company of choice. As the local source for expertise involving your HVAC system, you can rely on us when you want to make sure your home will be kept as comfortable as possible all year long. Whether you need expert help with your air conditioner, furnace, heat pump, ductwork, or anything else related to your climate control system, we are the residential HVAC company you can depend on for fast and friendly service.

A DAY IN THE LIFE OF A CALL CENTER REPRESENATATIVE

What I Do As A Customer Experience Specialist (https://www.youtube.com/watch?v=JFjdQLUHvOA)

Logan Services, Inc. is seeking a motivated and detail-oriented Customer Service Team Lead to join our team. This individual will provide superior customer service, manage service schedules, and act as a mentor to the CSR team. The Customer Service Team Lead will serve as an informal leader in the absence of the CSR Supervisor and be responsible for ensuring high-quality service, effective communication, and efficient problem resolution.

Key Responsibilities:

Answer incoming calls and schedule service calls profitably across all markets.

Make outbound calls to schedule customer maintenance appointments.

Maintain and update customer records with accurate account information.

Respond promptly to customer inquiries through phone, email, and text.

Resolve product or service issues by identifying the cause, offering solutions, and following up to ensure customer satisfaction.

Assist CSR team members with escalated customer issues and provide reasonable resolutions.

Manage and respond to Podium service requests.

Meet performance metrics including call evaluations, maintenance plan goals, and documentation accuracy.

Provide coaching, mentorship, and motivation to CSR team members.

Assist CSR Supervisor with team performance evaluations and provide input for reviews.

Complete weekly reports and attend bi-weekly meetings with CSR Supervisor.

Manage additional projects as requested while adhering to company processes and guidelines.

Key Competencies:

Active Listening: Focus on customer needs and concerns, asking relevant questions to provide the best solutions.

Communication: Clearly and effectively communicate with customers and peers through various channels.

Composure: Remain calm and composed during challenging situations.

Courtesy: Treat customers and colleagues with respect and professionalism.

Patience: Work with customers and peers in a calm and understanding manner.

Proactive: Identify opportunities for improvement and take action to support the team.

Customer Focus: Build strong relationships with customers, ensuring their satisfaction.

Interpersonal Skills: Collaborate well with others, including customers and team members, to resolve issues.

Leadership: Support and guide the CSR team, helping to maintain focus and motivation.

Personal Growth: Take ownership of personal development and seek opportunities to improve skills.

Qualifications:

Bachelors Degree or Associates Degree with 1-3 years of relevant experience.

Minimum 2 years of Customer Service experience at Logan Services, Inc.

Proficiency with customer databases and Microsoft Office (Excel, Word, Outlook).

Strong written and verbal communication skills.

Ability to handle and resolve 90% of customer issues independently.

Adaptability to change in a fast-paced work environment.

Why Join Us?

A dynamic work environment where youll play a critical role in customer satisfaction and team development.

Opportunities for career growth and professional development.

Competitive compensation and benefits package.

Benefits:

Eligibility for benefits begins after a 90-day probationary period.

We offer a comprehensive benefits package, including:

Medical, Dental, and Vision Insurance

Health Savings Account (HSA)

Short and Long-Term Disability Insurance

Life Insurance

Paid Vacation, Sick Time, and Holiday Pay

401(k) Plan and Profit Sharing (eligible after 1 year of employment)

To perform this job successfully, an individual must be able to meet the essential duties and requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.