Promec Plumbing and Heathing

Customer Service Representative

Posted 6 Days Ago

Remote

Hiring Remotely in United States

45K-55K Annually

Mid level

Remote

Hiring Remotely in United States

45K-55K Annually

Mid level

Lead and coach remote customer service and call center teams to ensure high-quality support, efficient scheduling, timely escalations resolution, and improved first-call resolution. Monitor performance metrics (CSAT, NPS), develop scripts and workflows, train staff, and drive data-driven improvements in service standards.

The summary above was generated by AI

We are seeking an experienced Customer Service Supervisor to lead and coach our remote service representatives and call center staff. This role ensures exceptional customer experiences, accurate scheduling, and timely resolution of inquiries and escalations.

Key Responsibilities
    •    Supervise daily call center operations
    •    Monitor call quality, response times, and booking accuracy
    •    Handle escalated customer concerns
    •    Train and mentor customer service representatives
    •    Improve scheduling efficiency and first-call resolution rates
    •    Track customer satisfaction metrics (CSAT, NPS)
    •    Develop scripts, workflows, and service standards

Qualifications
    •    3+ years in customer service leadership
    •    Experience with CRM and call center platforms
    •    Strong conflict resolution skills
    •    Knowledge of service scheduling processes
    •    Data-driven performance management skills

Key Competencies
    •    Leadership & coaching
    •    Communication excellence
    •    Service optimization
    •    Performance monitoring
    •    Emotional intelligence

Top Skills

Call Center Platforms

CRM

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