Blaze Heating, Cooling, Electrical, Plumbing Generators is looking to hire the best Lead Customer Service Representative in the area. This position plays a critical role in enhancing the performance, training, and development of the Customer Service Representative team. This position ensures consistent delivery of excellent customer service through leadership, coaching, and operational oversight. If you want to find a place to focus on your career, come join our top tier team!
What we offer:
- Weekly Pay & Paid Training
- Medical, Dental, Vision Insurance
- Health Savings Account
- Short & Long Term Disability
- Company Paid Life Insurance
- PTO including vacation, sick and holiday
- Matching 401(k) 4% Match + ROTH IRA
- On-going training & development
- Plus growth opportunities
What you will do:
Team Leadership & Support:
- Serve as the primary point of contact for CSR inquiries and provide backup support.
- Lead onboarding for new CSRs and facilitate smooth integration.
- Conduct ongoing training, coaching, one-on-one meetings, and QA reviews.
Performance Management:
- Review CSR scorecards via a software platform to monitor performance and identify improvement areas.
- Approve timesheets and ensure accurate reporting.
Customer Experience:
- Handle escalated customer issues and de-escalations to maintain satisfaction.
- Manage customer refunds and resolve failed payment issues.
Operational Oversight:
- Oversee membership checks, account merges, and membership reviews.
- Manage outbound team projects and answering service emails.
- Maintain optimal staffing through schedule engine management.
What you bring::
- Proven experience in customer service and team leadership
- Strong communication and conflict resolution skills
- Familiarity with using software platforms and customer service platforms (e.g., ServiceTitan)
- Ability to coach, mentor, and develop team members
SHIFT AVAILABLE:
Friday - Monday 8:00 AM - 7:00 PM
Training 4 weeks - 8:00 AM - 5:00 PM
This position will be full time and in office.
Pay Range:
$44,000 - $49,000/yr
If this sounds like something you would like to join for a long-term career move, apply today!
