Customer Service Lead in Sanford, Florida at American Air & Heat, Inc

Customer Service Team Lead - Call Center

Join our busy Customer Service Team! Must have Call Center Experience!

The Customer Service Lead is responsible for driving successful individual and overall team performance results by: 1) onboarding and training CSRs, 2) coordinating ongoing training for CSRs, 3) directing daily service center tasks, 4) handling customer issues and escalations, 4) collaborating with other departments, and 5) mentoring he customer service team, and ensuring an important level of customer service.

This is a Full Time, Hourly position - Should have Open / Flexible Schedule Availability that will include days, evenings, weekends and holidays.

Pay: $20.00 - $25.00 / Hour Based on Experience - With Eligibility for Performance Based $$ Bonus

Location: American Air & Heat - Sanford FL - This is an ON-SITE position

ABOUT US: Since 1986 American Air & Heat has been a value driven business. Focused on the mission of providing each client with prompt, professional and trustworthy information. Allowing each client to make the best decisions for their home, family and comfort, ensuring their 100% satisfaction.

Why Join Us?

• Competitive hourly pay + weekly pay
• Incentive opportunities
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO) & Paid Holidays
• Company-Paid Life Insurance
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)
• Opportunities for advancement in a company that promotes from within

• Lead, coach, and develop a team of Customer Service Representatives (CSRs) to deliver an exceptional customer experience while achieving individual and team performance goals
• Onboard, train, and mentor new and existing team members, providing ongoing coaching, feedback, and development opportunities
• Monitor call center performance, scheduling, workload distribution, and KPI results to drive efficiency, service quality, and booking performance
• Serve as the escalation point for customer concerns, resolving issues professionally and ensuring positive outcomes
• Partner closely with Dispatch, Operations, Service, Installation, and other departments to ensure customers receive seamless support throughout their experience
• Analyze team performance data, identify trends and opportunities, and collaborate with leadership to implement process improvements and training initiatives
• Foster a positive, high-performing team culture through communication, recognition, engagement activities, and accountability
• Support ServiceTitan and CRM best practices, ensuring accurate documentation, reporting, and customer record management
• Maintain a strong understanding of company services and processes to effectively support customers and team members
• Assist leadership with special projects, reporting, and other duties as assigned

• Proven experience leading, coaching, and motivating customer service, call center, or inside sales teams
• Strong customer service mindset with the ability to handle escalated customer concerns professionally and effectively
• Experience managing team performance through KPIs, coaching, reporting, and accountability
• Excellent communication, interpersonal, and problem-solving skills
• Highly organized with the ability to prioritize multiple responsibilities in a fast-paced environment
• Strong computer skills, including Microsoft Office; ServiceTitan experience preferred
• Self-motivated leader with a positive attitude, strong attention to detail, and a commitment to continuous improvement
• Experience in HVAC, plumbing, electrical, home services, or a related industry preferred
• High School Diploma or equivalent required; Associate's degree preferred
• Bilingual skills are a plus
• Flexible availability, including evenings, weekends, and holidays as business needs require

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE