Customer Service Representative Lead

Customer Service Lead

Turbo Technicians, a Smart Care Equipment Solutions company, is a fast-growing nationwide service company specializing in speed oven, coffee, and espresso technology. We are currently seeking a skilled Customer Service Lead to provide support to field personnel and deliver best-in-class customer support for national and local clients. Candidates need experience in phone and email customer service, possess excellent analytical and organizational skills, and have the ability to multitask in a fast-paced environment.

Responsibilities:

• Manage an on-site team of 3-10 customer service agents' schedules, training, coaching, etc.
• Manage service requests via phone and email from national and local customers
• Create work orders and assign to teams using CRM software
• Work hands-on with representatives to ensure quality standards and resolve escalated customer issues
• Provide support to dispatch agents, work order management, updating customer ETAs and obtaining work approvals
• Communicate professionally with client management and store partners to ensure all service requirements are met

Requirements:

• High School Diploma or equivalent
• 2-4 years' proven experience in a customer service lead role is required
• Ability to work in a rapidly changing environment, both independently and as a team
• Excellent verbal & written communication and professional customer service skills are a must
• Strong time management and multitasking skills
• Experience with performance management and KPI tracking
• Proficiency with Outlook, Excel, Word, and the ability to learn new software platforms
• This position requires a drug test and background check

About Smart Care

Smart Care is a national repair and service provider for commercial food service, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration, and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at