Shift Lead – Customer Service Rep

• Support and assist supervisors in the Customer Solutions Center
• Provide daily oversight and delegation of CSR critical tasks
• Monitor web-based work order dispatch, telephone work order requests, alarm screens, customer email communication, and work order follow-up
• Provide department training on workflows and processes in group or one-on-one settings
• Take ownership of new-hire training success
• Coach CSRs on proper processes and procedures
• Provide CSR performance feedback for initial reviews, monthly scorecards, call monitoring forms, and annual performance reviews
• Monitor CSR performance, call statistics, and critical daily tasks
• Perform other duties as assigned

• High school diploma required
• 2 to 3 years of experience in a customer service/call center environment
• Professional, friendly demeanor with a customer-oriented attitude
• Good communication and listening skills
• Ability to thrive in an unpredictable environment
• Ability to complete work accurately under deadline pressure
• Ability to quickly make decisions with limited customer input
• Demonstrated ability to manage telephone customer interactions
• Ability to convey confidence while resolving customer issues
• Critical thinking and problem-solving skills
• Open to change and able to accept constructive criticism and responsibility
• Demonstrated ability to organize and prioritize work to meet deadlines

Demonstrates strong customer service skills with a focus on training, performance monitoring, and effective communication. Capable of managing workflows and providing constructive feedback in a fast-paced call center environment.

• Customer Service Experience
• Training and Development
• Performance Monitoring
• Critical Thinking
• Problem-Solving

• Good Communication Skills
• Listening Skills
• Customer-Oriented Attitude
• Ability to Thrive in Unpredictable Environments
• Organizational Skills

• High School Diploma

• Customer Solutions Center
• Call Center Environment
• Work Order Dispatch
• Customer Email Communication
• CSR Performance Feedback