Customer Experience Center Team Lead

Customer Experience Coordinator- Team Lead

Southern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses around the United States. We are seeking business leaders to join our growing team and become an integral part of our company's future.

Are you ready to be Part of Something BIGGER!

Southern Home Services Company, is looking for a dynamic-Customer Experience Coordinator- Team Lead to join a thriving business that believes in work life balance and cares about YOU!

About this role:

We are seeking a Customer Experience Coordinator - Team Lead to oversee and guide a team of customer service representatives in a dynamic call center environment. In this role, you will manage daily operations, ensure high-quality service delivery, and provide coaching and support to team members. You will monitor performance metrics, resolve complex customer issues, and implement best practices to enhance customer satisfaction. Strong leadership, communication skills, and a deep understanding of call center operations are essential for effectively managing the team and driving exceptional service outcomes.

In this role, you will be responsible for:

- Team Leadership: Lead, motivate, and supervise a team of call center agents, ensuring high standards of customer service, productivity, and adherence to company policies.

- Performance Management: Monitor and evaluate agent performance, providing regular feedback, coaching, and support to enhance skills and achieve key performance indicators (KPIs).

- Call Monitoring: Review and assess call interactions to ensure agents maintain professionalism, deliver high-quality customer service, and comply with company standards.

- Scheduling: Develop and manage agent schedules to ensure adequate coverage during peak hours and adherence to break schedules.

- Training and Development: Identify training needs, assist in creating and implementing training programs, and support the onboarding process for new hires.

- Quality Assurance: Establish and maintain quality assurance procedures to deliver consistent, exceptional customer service, and implement corrective actions as needed.

- Data Analysis: Collect and analyze data on call volume, response times, and customer satisfaction to derive insights and improve operational efficiency.

- Conflict Resolution: Address and resolve customer and employee issues, escalating complex cases to higher management when necessary.

- Documentation and Reporting: Maintain accurate records and reports on call center activities, performance metrics, and agent evaluations.

- Compliance: Ensure adherence to industry regulations, company policies, and standards.

- Additional duties as assigned.

Required Qualifications:

- High school diploma or equivalent required.

- 3-5 years of customer service experience, including 1-2 years in a supervisory or team lead role within a call center environment.

- Proven leadership skills with experience in coordinating and motivating teams to achieve performance goals.

- Strong written and verbal communication skills for effective engagement with team members and clients.

- Expertise in performance management, including monitoring, evaluating, and providing feedback to enhance team productivity.

- Proficiency with call center software and CRM systems

- Strong problem-solving and conflict resolution skills for managing customer and employee issues.

- Ability to analyze data and apply insights to improve operational efficiency.

- Excellent organizational and time management skills, capable of prioritizing tasks and meeting deadlines.

- Superior presentation skills for delivering clear and impactful status updates using PowerPoint.

- Flexible and adaptable, with the ability to work varying shifts and thrive in a dynamic environment.

- Committed to maintaining high standards of customer service and ensuring adherence to company policies and industry regulations.

Preferred Qualifications:

- Trades experience preferred, with knowledge of Service Titan as a Plus!

The physical requirements of this job include:

- Perform work while sitting and/or standing at an individual work station or office

- Communicate verbally via phone or other communication device.

- Ability to stand, walk and sit; talk or hear, both in person and by telephone

- Use hands to type, handle or feel objects or controls; reach with hands and arms.

- Occasionally stoop, kneel, bend, crouch and lift up to 10 pounds.

- Work is usually performed in an indoor office environment.

Southern Home Services will make reasonable accommodations to allow an employee to perform the essential functions of the job.

Benefits:

We offer a rewarding career path with great benefits, flexible schedules, professional and on-the-job training, and growth plans. Be a part of the team our customers call the finest in the industry.

- Reliable, Year-Round Work

- Weekly Paychecks

- Paid Time Off and Paid Holidays

- Comprehensive Medical, Dental and Vision Benefits

- Company Matched 401k

- Employee Discounts

This is a Non-Exempt position.

Southern Home Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. The policy applies to all employment practices within our organization.