Customer Service Lead in Tampa, Florida at Acree Plumbing, Air & Electric

• 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

ESSENTIAL JOB FUNCTIONS:

• Onboarding and training of new and experienced CSRs
• Monthly work schedule development, daily schedule adherence and workload management, and attendance
• Anticipate and handle customer escalation calls and work order/account issues
• Monitor customer feedback for appropriate internal communication and resolution
• Serve as point of contact with other departments to ensure that customer requests are handled effectively
• Communicate with IT to alert them to any systems issues or request systems changes as necessary
• Maximize overall call-handling efficiency and minimize call-handling errors by identifying processes that need improvement and working with Customer Service Manager (CSM) to implement changes
• Improve overall team success by gathering performance data to develop/modify training, communicate with CSM for CSR development and upper management reporting
• Foster a high level of employee engagement and teamwork by working with CSM to promote monthly contests, implement service center improvements, and organize informative and fun monthly team meetings
• Keep upper management informed on any issues or roadblocks to success
• Completing projects for CSM as needed
• Work cross functionally with dispatchers to ensure customer is fully taken care of
• Maintain up-to-date knowledge of company products and services
• Other duties as assigned
  
• QUALIFICATIONS/ABILITIES:
  • Experience in leading, motivating and encouraging individuals/teams to success in support of Company’s objectives
  • Excellent oral and written communication skills
  • Strong leadership abilities that display confidence, decisiveness, and ability to remain objective
  • Able to manage challenging customer situations with professionalism and empathy
  • Able to multi-task
  • Strong problem solving and organizational skills
  • Proficiency in customer service software and tools
  • Able to work in a fast-paced environment and under pressure while exuding flexibility and resourcefulness when faced with challenges
  • Exceptional Customer Service skills
  • Superior telephonic skills
  • Professional and able to collaborate with other internal staff
  • Self-starter with strong self-accountability mindset in achieving set individual and team goals

• EDUCATION/EXPERIENCE REQUIREMENTS:
  REQUIRED:
  
  

  • High School diploma or equivalent
  • Minimum of 3 years in a dynamic customer service role
  • Microsoft Excel experience

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