High Volume Call Center - Full Time!Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.Tom Drexler Plumbing, Air & Electric is on the hunt for a top-quality, enthusiastic individual with stellar communication and customer service skills to join our dynamic team in Louisville, KY!About UsAt Tom Drexler Plumbing, Air & Electric, we offer amazing career opportunities for plumbers, HVAC pros, electricians, customer service reps, dispatchers, and more! For over 30 years, we've built a reputation for quality service and honest business practices. We believe in hiring top-notch candidates looking for long-term careers.Your Role as a Customer Service Lead:
- Training of new and experienced CSRs.
- Anticipate and handle customer escalation calls and work order/ account issues.
- Serve as point of contact with other departments to ensure that customer requests are handled effectively.
- Maximize overall call-handling efficiency and minimize call-handling errors with the Customer Care Manager
- Improve overall team success by gathering performance data to develop/ modify training.
- Support a high level of employee engagement and teamwork.
- Keep upper management informed on any issues and roadblocks to success.
- Completing projects as needed.
- Work cross-functionally with dispatchers to ensure the customer is fully taken care of.
- Other duties as assigned.
Qualifications/Abilities
- Experienced in leading, motivating and encouraging individuals/ teams to success in support of the Company's objectives.
- Excellent oral and written communication skills.
- Strong leadership abilities that display confidence, decisiveness, and ability to remain objective.
- Personable and approachable.
- Organized, detailed, and focused, yet can easily multi-task without losing focus.
- Ability to work in a fast-paced environment and under pressure while exuding flexibility, calm, and resourcefulness when faced with a challenge.
- Exceptional customer service skills and superior phone skills.
- Professional and collaborative with other internal staff.
- Self-starter with strong self-accountability mindset in achieving set individual and team goals.
- Able to work a flexible schedule including evenings, weekends, and holiday shifts.
Experience/Education
- High school diploma required
- Proficient with computers and Microsoft Office (Excel especially) required.
- 5 yrs experience working in a dynamic customer service role.
- Sales experience a plus!
- Experience with Service Titan a plus!
- Bilingual a plus!
Compensation
Benefits
- Competitive Dental, Vision, and Healthcare Plans
- 401(k) with company matching
- Short-Term and Long-Term Disability
- Company Paid Life Insurance
- PTO
- Paid Holidays
- Employee Discounts
If you want to be part of something bigger than just a job - make this career move and find exactly what you're looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company.Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.EOE