Customer Service Team Lead at TR MILLER HEATING AND COOLING – Bolingbrook, Illinois

TR Miller Heating, Cooling, Plumbing and Electrical is a fast-growing company built on trust, and integrity. We’re more than a service provider – we're a team that genuinely cares about people. We are looking for a Customer Service Team Lead who shares our commitment to customer satisfaction and views this opportunity not just as a job but as a long-term career. Our Team Leads play a vital role in driving service excellence, training, and team growth.

Job Responsibilities

• Coach, mentor, and develop call center representatives through daily hands-on support, side-by-side coaching, and consistent one-on-one meetings.
• Drive team performance by improving key metrics such as call conversion, booking accuracy, efficiency, and overall call quality, including real-time call coaching and feedback.
• Facilitate and co-lead weekly team trainings to reinforce best practices, strengthen skills, and promote continuous improvement.
• Handle a high volume of inbound calls to model exceptional customer service, remain closely connected to frontline operations, and contribute directly to team goals.
• Support the onboarding and training of new team members by providing ongoing guidance, coaching, and reinforcement of company standards and expectations.
• Monitor individual and team performance, implement targeted coaching plans, and recognize and celebrate achievements and progress.
  

Pay and Benefits

• Pay: Potential earnings $50,000 - $57,000/annually plus commissions
• Schedule: Wednesday – Saturday 7:00am – 6:00pm
• Weekly Paychecks
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Pet Insurance
• Short-Term and Long-Term Disability
• Employee Wellness
• Up to Two weeks of Paid Time Off (PTO) yearly
• Paid Holidays
• 401(k) plan with a 4% company match
• A family. This is last on the list because it’s the most important. We care about our team and expect you to bring that same care when you join. We do a lot more than just work together. You’ll come to love our company outings, and you’ll build life-long friendships at TR Miller Heating, Cooling, Plumbing and Electrical.
  

About Us

• TR Miller Heating, Cooling, Plumbing and Electrical has been serving Plainfield and the surrounding area since 2008. You’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like this. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow and opportunities to excel.
• If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company. If this sounds like you, spend a little time learning about TR Miller Heating, Cooling, Plumbing and Electrical by visiting TRMillerHeatingandCooling.com. When you're ready, please follow the directions to apply for this position.
• Proudly recognized on the Inc. 5000 list for the 6th year in a row – TR Miller continues to grow as one of North America’s fastest-growing private companies, thanks to a relentless team spirit and unwavering drive for excellence.
• Recognized as Chicago Tribune’s Top Workplace of 2023.
• Equal Opportunity Employer
• Everyone is required to submit a pre-employment background check prior to start date.
  

• Previous experience as a Call Center Lead, Supervisor, or in a similar leadership role within a call center environment.
• Strong understanding of key performance indicators (KPIs) with a proven ability to consistently meet or exceed performance goals, including Average Handle Time (AHT), Quality Assurance (QA), Adherence, Dials per Hour, and Efficiency.
• Working knowledge of call center performance metrics such as call conversion, booking accuracy, efficiency, and quality assurance standards.
• Excellent communication and interpersonal skills, with a collaborative leadership style and a strong commitment to team success.
• Ability to effectively balance leadership responsibilities with hands-on customer service, including managing inbound calls and modeling best practices.
• Ability to remain in a stationary, seated position for extended periods of time.
• Ability to frequently use a computer, keyboard, and telephone headset in a fast-paced work environment.