Job Title
Customer Service Team Lead
Company
Servpro
Job Description
What we offer
- Excellent health benefits plan, which includes medical, vision and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- Company-paid mental health benefit through Headspace
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
Shift: Tuesday – Thursday, 11:30am – 8:30pm, Friday-Saturday, 12:00pm – 9:00pm
Job Summary
The Customer Service Team Lead in the SERVPRO® National Call Center is to oversee the primary responsibilities of Customer Service Representatives, providing support with First Notice of Loss (FNOL) intake and dispatch of job leads, and researching and resolving escalated phone calls. SERVPRO® National Call Center is a 24/7 environment where, at all times, Team Leads are here to help. Team Leads track the effectiveness of Customer Service Representatives’ performance and provide additional coaching as needed.
You will
- Oversees primary responsibilities of Customer Service Representatives and provide support with First Notice of Loss intake and dispatch of job leads.
- Performs call capture, claims entry, and claims dispatch during peak volume times in accordance with Franchise dispatch status including APA, SNAPA, and CAPA requirements, as well as assigned and open territory boundaries.
- Assists with enforcement of Customer Service Representative training provided by the Call Center Training team, and provides additional coaching as needed.
- Monitors CSR’s daily performance to ensure compliance with policies and promote peak performance. Promote customer service throughout the SERVPRO System and insurance community.
- Strives for one call resolution for vendors, customers, and Franchisees to promote high touch proactive service resolution resulting in customer retention.
- Actively and consistently supports all efforts to simplify and enhance the Franchise/customer experience.
- Maintains accurate database information that interface with Claims Entry System including Franchise alerts in the Dispatch Status Management application.
- Provides input and collaborate with Customer Service Supervisor on employee performance for the employee performance appraisal process.
- Completes all Training and Coaching sessions as required and/or requested by Supervisor.
You have
- Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner.
- Two (2) plus year(s) of customer service experience, one (1) year of Call Center experience preferred.
- Possess outstanding written and verbal communication skills including proper pronunciation, grammar, and a consistently courteous and professional tone of voice at all times.
- Possess polite and confident, excellent customer service skills, including listening and questioning.
- Possess excellent organizational skills and high attention to detail.
- Proficient PC skills in a multi-screen/task environment.
- Type at least 40+wpm with minimal errors.
- Adaptable to remain calm and reasonable amidst tense or stressful situations.
- Constant telephone and computer use.
- Ability to multi-task.
- Ability to work in a fast paced, team-oriented office environment.
- Proficient in Microsoft Office.
- Customer Relationship Management (CRM) experience, a plus.
- High School Diploma or GED, college courses or degree preferred.
About SERVPRO
For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.
SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.
Expected Salary
Location
Nashville, TN
Job Posting Date
Sun, 17 Mar 2024 08:56:53 GMT