Customer Service Lead at Tom Drexler Plumbing – Louisville, Kentucky

Customer Service Team Lead

Tom Drexler Louisville KY Branch Location

The Customer Service Team Lead is responsible for supporting the daily operations of the Customer Service Center by leading, coaching, and developing a team of Customer Service Representatives (CSRs). This role focuses on driving strong performance in customer service, productivity, and booking rate opportunities by providing real-time guidance, feedback, and support.

The Team Lead works closely with CSRs to ensure customer inquiries are handled efficiently and professionally, while reinforcing service expectations and best practices for Master Trades Group. They assist in maintaining positive customer relationships and help set consistent service standards through modeling effective call handling and communication.

Additionally, the Customer Service Team Lead plays a key role in customer retention by monitoring day-to-day performance, identifying opportunities for improvement, and reinforcing processes that support operational excellence. This role contributes to the development and maintenance of best practices that promote a high standard of service quality, teamwork, and accountability within the Customer Service Center.

ESSENTIAL JOB FUNCTIONS – Customer Service Team Lead

• Provide day-to-day support and guidance to a team of Customer Service Representatives (CSRs) under the direction of the Call Center Manager

• Coach and assist CSRs in improving call handling, booking effectiveness, productivity, and customer service skills

• Conduct Quality Assurance (QA) call reviews and provide clear, constructive feedback to support individual development

• Run performance reports, identify trends, and communicate findings, concerns, and opportunities to Call Center Management

• Support the team by assisting with escalated or upset customer calls to ensure proper resolution and a positive customer experience

• Maintain a positive, professional, and supportive presence to promote morale, teamwork, and accountability

• Assist with leading team meetings, huddles, trainings, and one-on-one coaching sessions as assigned

• Reinforce department policies, procedures, and service expectations established by management

• Monitor daily performance metrics and help drive individual accountability through coaching and support

• Partner with Dispatch and other departments to support smooth communication and operational efficiency

• Assist in documenting and maintaining SOPs and job aids as directed by management

• Help identify performance gaps or process challenges and escalate recommendations to management for review

• Support accurate data collection and reporting that aids leadership, service teams, and marketing efforts

• Promote and reinforce safety expectations by ensuring accurate customer information is captured for field teams

• Perform additional duties as assigned by the Call Center Manager

• Other duties as assigned

QUALIFICATIONS/ABILITIES:

Demonstrated ability to lead by example and maintain a positive, professional attitude while supporting a team environment

Strong customer service skills with the ability to calmly and effectively handle upset or escalated customer situations

Ability to effectively multitask in a fast-paced call center environment while balancing coaching, Quality Assurance reviews, reporting, and real-time team support

Ability to coach, support, and motivate peers through constructive feedback and real-time guidance

Experience reviewing calls, providing Quality Assurance feedback, and reinforcing service standards

Ability to analyze reports, recognize performance trends, and communicate findings clearly to management

Strong attention to detail with the ability to accurately document feedback, call reviews, and observations

Results-focused mindset with the ability to support team goals and individual accountability

Ability to work effectively in a fast-paced call center environment while managing multiple priorities

Sound problem-solving skills with the ability to escalate issues appropriately when needed

Strong written and verbal communication skills, including the ability to assist with meetings and trainings

Ability to collaborate effectively with CSRs, Dispatch, and leadership to support daily operations

Proficient in call center systems and reporting tools, or the ability to learn new systems quickly

Flexible schedule availability, including weekends or varied shifts as needed to support team coverage

EDUCATION/EXPERIENCE REQUIREMENTS:

Education

High school diploma or equivalent required

Experience

Minimum of 1–2 years of Customer Service Representative (CSR) experience, preferably within a call center environment

Demonstrated history of meeting or exceeding key performance metrics, including booking rate, quality assurance, and productivity expectations

Experience handling escalated or complex customer interactions

Prior experience assisting with training, mentoring, or peer coaching strongly preferred

Experience with call center systems, reporting tools, and performance tracking

Proven reliability with attendance, adherence, and timekeeping standards

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Work is performed in a professional group office environment.
• Lift up to 30 Lbs.

BENEFITS:

Compensation: Based on experience

Benefits: Standard benefit plan for full-time, regular employees

SCHEDULE:

Hours May Vary - Monday-Friday with Rotating Saturday Schedule

EOE Statement

The Master Trades Group and its affiliated entities, is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic as outlined by applicable federal, state, or local laws.