Job Summary
Discount Plumbing is a top-notch Northern California contractor focused on providing significant value to our residential customers. We’ve been in business for 30+ years, and our growth continues due to our excellent reputation and company culture.
Discount Plumbing seeking a dynamic and experienced Lead Customer Service Representative to spearhead our customer support team. In this pivotal role, you will lead by example, managing daily operations, motivating your team, and ensuring exceptional client service. Your leadership will drive a customer-centric culture, foster continuous improvement, and deliver data-driven solutions that enhance overall satisfaction. This position offers an exciting opportunity to influence service excellence while developing your management skills in a fast-paced environment.
Duties
- Oversee daily customer service operations, ensuring team adherence to company standards and policies
- Lead, supervise, and motivate a team of customer support agents to deliver outstanding service experiences
- Help to handle escalation
- Manage call center workflows, including scheduling, performance monitoring, and quality assurance
- Develop and implement training programs to enhance team skills in communication, negotiation, and technical proficiency
- Analyze customer feedback and operational data to identify trends and implement process improvements
- Collaborate with cross-functional teams to resolve complex client issues swiftly and effectively
- Drive sales initiatives by coaching team members on upselling and cross-selling techniques while maintaining high service quality
Requirements
- Proven experience in supervising or managing teams within a call center or customer support environment
- Strong leadership skills with the ability to inspire and develop team members
- Excellent communication skills in English; multilingual abilities are a plus
- Demonstrated project management capabilities with a focus on process optimization
- Proficiency in data analysis for decision-making purposes and performance tracking
- Technical proficiency with customer relationship management (CRM) systems and other relevant tools
- Experience in client services, negotiation, and sales strategies to enhance customer retention and satisfaction
- Ability to manage multiple priorities effectively while maintaining attention to detail
Pay Transparency:
The starting rate for this opportunity ranges from $25-$28hr. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility. We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. Please note that the compensation information is a good faith estimate for this position. It assumes a rate based on location and experience. Apex Service Partners is an equal opportunity employer. We provide equal employment opportunities to everyone regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by an Apex recruiter with an @apexservicepartners.com email directly from our organization.
Join Discount Plumbing as a Lead Customer Service Representative where your leadership will shape the future of our client interactions! We value energetic professionals who thrive on challenges and are passionate about delivering exceptional service. This role is paid and offers an inspiring environment for growth, learning, and making a tangible impact on our customers’ experience.
Pay: $25.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- Are you able to work at least one Saturday or Sunday a week?
Experience:
- Customer service: 3 years (Required)
Language:
- English (Required)
- Spanish (Required)
Work Location: In person
