Lead Customer Service Representative

Lead Customer Service Representative

Drive Operational Excellence & Master the Customer Experience

Join a Quality-Driven Team Where Your Leadership, Reliability, and Support Matter Most

Since 2001,
Pend Oreille Mechanical has been an established HVAC company providing top-tier commercial and residential services across Sandpoint, , North Idaho, and Montana. Run by Sammy Jo and Nick, we are a young, respectful, family-owned team driven by "The Triple Win" – decision must benefit the customer, employee, and company. We treat our team as partners and live by a simple motto: winning together or learning together.

Our workplace is built entirely on our company's core values of teamwork, integrity, and pride/passion in what we do and how we do it. We are a team of highly motivated individuals working cohesively to achieve our mission and uphold our core values.

As the Lead Customer Service Representative, your primary duties are to be on the phones regularly every day, handling both inbound and outbound calls alongside your team. In addition to these core phone responsibilities, there are critical operational duties that you will run as well to keep our daily office procedures running flawlessly.

In this position, you are responsible for operational activities, including managing and creating standardized workflows that maintain a high level of excellence, identifying areas of improvement opportunities, and supporting team members with their roles and responsibilities. You will serve as a vital bridge coordinating activity between the office and the field to ensure the best possible outcome.

You are an independent, "humbly confident" leader who handles client, vendor, and team dynamics directly, leveraging our company's core values to ensure we fulfill our high standards for customer experience and quality expectations.

We offer total financial stability, premium perks, and an environment where your commitment to team support, leadership, and operational quality is highly rewarded.

• Competitive Hourly Compensation
  : $26-34 per hour, DOE (Depending on Experience).
• Stable Employment Structure
  :
  Enjoy a stable, full-time position designed for long-term career growth.
• True Work-Life Balance
  :
  Leave your weekends for yourself as your average workday runs Monday through Friday from 7:30 AM to 4:30 PM.
• Collaborative Team Environment
  :
  Work directly under our office manager, Sammy Jo, guiding a small, close-knit team of 3 CSRs which includes a dedicated Service Dispatcher and an Install CSR.
• Tiered Paid Time Off (PTO):
  • 1 week of paid time off after 1 year of employment.
  • 2 weeks of paid time off after 3 years of employment.
  • 3 weeks of paid time off after 5 years of employment.

• Daily Phone Operations
  :
  Handle inbound phone traffic alongside the team, ensuring all 3 CSRs are on the phones equally, and rotate outbound calling responsibilities evenly across the team.
• Comprehensive Call Booking
  :
  Master and execute every single type of call across the business, maintaining the capability to seamlessly book both the installation and service sides of our operations.
• Workflow Development
  :
  Develop, monitor, and maintain standardized workflows for office responsibilities as well as the service department to ensure maximum operational efficiency.
• Team Alignment
  :
  Act as the operational lead when changes in workflows or phone-handling protocols occur, ensuring updates are thoroughly communicated and discussed so the entire team stays clear and on the same page.
• Operational Projects
  :
  Lead specialized office projects, including writing customer communication scripts, processing client invoicing, and managing vendor relations and tracking.
• Claims & Tracking Management
  :
  Oversee various tracking efforts, including processing and tracking warranty claims, rebates, marketing programs, and payments from vendors.
• Client Issue Resolution
  :
  Confidently resolve complex customer issues or concerns to ensure complete satisfaction, using our core values to guide independent decisions like waiving service fees when appropriate.
• Daily Leadership Support
  :
  Lead the morning team huddle first thing in the morning if the office manager is unavailable, and remain consistently available to answer questions and assist with team decisions.
• Dispatch & Fleet Oversight
  :
  Ensure technicians are being dispatched effectively, assist technicians with immediate field issues, and manage the service fleet maintenance schedule.
• Onboarding & Training
  :
  Manage the onboarding and training of new office staff members.
• Meetings & Goals
  :
  Facilitate weekly meetings, monitor and communicate company goals, and ensure all team members comply with required job duties.
• Financial & Compliance Tracking
  :
  Provide regular feedback to managers regarding market trends and revenue opportunities to help achieve budgeted gross margins while ensuring compliance with local, state, federal, and company requirements.
• Lead Optimization
  :
  Maximize lead…