CSR Lead

Job Details

Description

About the Role: We are seeking a proactive and experienced Customer Service Representative (CSR) Lead to join our team. The CSR Lead will be responsible for overseeing the day-to-day operations of the customer service team, ensuring high levels of customer satisfaction, and providing support and guidance to CSR staff. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of customer service best practices.

Key Responsibilities

• Supervise and support the customer service team, ensuring they meet performance and quality standards.
• Provide training, coaching, and mentorship to CSR staff to enhance their skills and performance.
• Conduct regular team meetings to communicate updates, share best practices, and address any issues or concerns.
• Manage and resolve complex customer inquiries and escalations in a timely and professional manner.
• Monitor and analyze customer service metrics to ensure service level agreements (SLAs) are met.
• Develop and implement strategies to improve customer service processes and enhance customer satisfaction.
• Serve as a point of contact for customers, addressing their needs and concerns with empathy and efficiency.
• Collaborate with other departments, such as sales, marketing, and product development, to ensure a seamless customer experience.
• Maintain accurate and up-to-date customer records in the CRM system.
  
  

Qualifications

• Bachelor’s degree in Business, Communications, or related field (preferred).
• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or lead position.
• Proven track record of successfully managing and leading a customer service team.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in using CRM systems and customer service software.
• Ability to multitask and manage time effectively.
• High level of empathy, patience, and professionalism.
  
  

Interpersonal Qualifications

• Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
• Exceptional problem-solving and conflict resolution abilities to improve things both big and small.
• Highly organized, ability to act quickly while still having attention to detail.
• Hold yourself to a higher standard and exhibit a high level of integrity.
  
  

Why You’ll Want To Work Here

• Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics
• Performance Pay directly tied to results – Get what you deserve
• Benefits you will use – Full medical, dental, and vision packages including fully employer paid options
• Secure your financial future – 401(k) with company match
• Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of institutional investors
• We invest in your future – leadership training that directly results into bigger career opportunities
• Learn on the job – continuous education stipends available
  
  

Legacy Service Partners (LSP) is a leading platform of residential HVAC, plumbing, and electrical service providers across the United States. Since our inception in 2021, LSP has partnered with 30 leading local brands across 16 states, and we are rapidly expanding our footprint.

We exist to serve our Partners and fuel their success. Our role is to create unmatched growth opportunities for our brands so they can better serve their employees, their customers, and their communities. We do this by providing a wide range of world-class resources to support and enhance our local management teams. LSP is guided by three core values – winning together, performance over politics, and today not tomorrow. LSP is backed by Gridiron Capital, a private equity firm specializing in middle market facilities services companies.

Legacy Service Partners is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law.