Lead Customer Service Specialist at Service Experts

Reports To: Customer Service Supervisor or ManagerStatus:Full-time Regular positionCategory: Customer Service/SupportLocation Name: Sunbeam Service CenterLocation Address: 2914 Walden Ave Suite 300 Depew NY 14043Join the team of experts and realize your true potential!Why You Should Join the Service Experts TeamOur team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training support and an opportunity for unlimited professional growth. Join us and become an EXPERT!Position Summary:The Lead Customer Service Agent is responsible for monitoring the customer service activities of multiple Customer Service agents to ensure KPIs and excellent service levels are met. Provides direct monitoring of inbound and outbound call performance to mentor and ensure quality standards. Responsible for directly assisting the Customer Support Center Supervisor in the day-to-day operations of the support center. Performs support functions such as call loading dispatching and schedule monitoring as needed.What Do We Offer You as a Service Experts EmployeeService Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.Competitive Pay including incentive opportunities for many positionsPaid Time Off and Company Holiday PayMedical /Dental /Vision Insurance programs401(k) Retirement Savings Plan with company matching contributionsLife Insurance for you and options you can elect for your familyShort-term and Long-term disability insurance options that protects you and your family if you are unable to workSupplemental benefit programs such as: Legal advice pet insurance health advocacy programsWorld Class Training opportunities through our Experts UniversityCareer Development opportunitiesKey Responsibilities:Demonstrate proficiency in inbound and outbound call handling KPIsRecognized by peers as an authority in support center operations and inbound call handling procedures and processesPerforms scheduled one on one sessions with team members monthlyPreparation organization and presentation of training and related training materialsLive monitoring of inbound and outbound call performance and direct coaching as neededContinually maintain working knowledge of all company products services and promotionsAbility to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidenceDispatch as needed to improve accuracy in scheduling and speed of responseAssist in maintaining overall support center performance metricsAnswering incoming phone calls from customers and other support center duties as assignedMaintain good customer relations and ensure that all calls meet Service Experts standardsHandle and resolve a variety of customer concerns complaints and questions by phone email Chat (questions may include billing inquires technician ETA scheduling issues and general company product and service questions)Resolve problems by clarifying issues researching exploring answers/alternative solutions implementing solutions and escalating unresolved issuesMaintain customer records by updating account informationCommunicate with customers on the status of service calls and handle escalations as neededQualifications:High school diploma or equivalent with 2 years experience working in customer service or other customer-facing environmentExperience or training the use of computers and related systems in an administrative office environmentMust be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.Excellent customer-service communication and interpersonal skillsEffective communication skills to communicate with customer and to resolve customer issues complaints or concernsAbility to effectively communicate with co-workers and customers in a pleasant business-like and customer-focused manner. Ability to communicate with a diverse customer population.Ability to work effectively in both a team and an independent environmentAbility to make decisions based on established guidelines and proceduresAbility to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidenceEffective organizational and time-management skills. Must be able to prioritize work based on service demandsAn understanding and knowledge of the HVAC/Refrigeration Industry is an assetCompensation range: $46134.40 to $57668.00Service Experts Heating & Air Conditioningis an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.The job description is not intended to be a complete list of all responsibilities duties or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations upon request for individuals to participate in the application and hiring process. To request an accommodation please email Required Experience:IC Key Skills Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 46134 - 57668