Customer Service Representative Lead - Tempe, United States - Turnaround Welding Services
Description
** Customer Service Representative Lead**
**Job Category****:** Administrative Services **Requisition Number****:** CUSTO14513 Showing 1 location **Job Details**
**Description**
EMCOR Facilities Services (EFS), an EMCOR core business, services over 1 billion square feet of space worldwide. From corporate campuses to single sites, EFS provides a range of services that support mission-critical areas of financial services, manufacturing, pharmaceutical, transportation, and government sectors. **Job Title:** Customer Service Representative Lead **The shift schedule for this position is: Sunday - Wednesday 10:30AM - 9:00 PM MST**
**Job Summary:** The Customer Service Representative Lead supports and assists supervisors in the Customer Solutions Center (CSC) who oversee the Customer Service Representatives who provide primary/frontline telephone support for CSC contracted customers, vendors and technicians. This includes monitoring CSR performance, coaching CSRs with supervisor oversight and/or approval, and supporting Supervisors in order to meet or exceed customer performance standards.
**Essential Duties and Responsibilities:**
Provide daily oversight and delegation of CSR critical tasks, including web-based work order dispatch, telephone work order requests, work order alarm screen monitoring, customer e-mailbox communication, work order follow-up and other tasks as necessary.
Provide overall department training on workflows and processes. Training may be in group setting or one-on-one. Lead must be confident and comfortable speaking in front of peers and taking ownership of new hire training success.
Coach CSRs in proper processes and procedures to ensure service delivery meets or exceeds customer performance standards. Continually coach, develop, assist, and support CSRs using positive encouragement and constructive feedback. Provide CSR work performance feedback to supervisors for 90-day initial reviews, monthly scorecards, call monitoring forms and annual performance reviews.
Monitor CSRs performance, call statistics and critical daily tasks to ensure optimal operational effectiveness and to ensure the CSC meets or exceeds customer performance standards.
Other duties as assigned
**Qualifications:**
Associate degree or equivalent leadership work experience
2 to 3 years of experience in a customer service/call center environment
Experience with Office365, Excel and Project Management desired
Professional, friendly demeanor with a customer-oriented attitude. Good communication and listening skills.
Ability to thrive in an unpredictable environment. (Every situation is different and requires a unique and customized response from the CSR Supervisor/Lead.)
Ability to complete work accurately while under deadline pressure. This includes quickly making decisions with limited input from the customer.
Demonstrated ability to manage telephone customer interactions and convey confidence while resolving customer issues. Critical thinking and problem solving skills.
Open to change and able to accept constructive criticism and responsibility.
Demonstrated ability to organize and prioritize work to meet deadlines.
**Must be willing and able to work remotely from home.**
**We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled** **Qualifications**
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