Senior Customer Service Representative

The Customer Care Team Lead is responsible for supporting the day-to-day operations of the Customer Care department while promoting consistent, high-quality customer experience. This role serves as a frontline leader and subject matter expert, providing coaching, technical guidance, quality oversight, and operational support to Customer Care Advisors.

What You Will Do

The essential functions of the position include, but are not limited to, serving as the primary day-to-day resource for Advisor I and Advisor II team members, conducting call monitoring, case reviews, side-by-side coaching, and live listening activities, and partnering with advisors to ensure timely follow-up and resolution of customer concerns.

Why It Might Be a Fit

The Team Lead is expected to lead through influence, foster accountability, promote collaboration, and support the professional growth of team members. The role requires advanced knowledge of customer service principles, escalation management, and customer experience best practices.

Requirements

• High School Diploma or equivalent required
• Associate degree, technical certification, HVAC education, trade school training, or related experience preferred
• Minimum three years of customer service, technical support, HVAC support, or related experience
• Prior leadership, mentoring, coaching, training, or team support experience preferred
• Advanced knowledge of customer service principles, escalation management, and customer experience best practices
• Strong understanding of METUS products, programs, systems, and support processes
• Demonstrated ability to coach, mentor, and influence others in a positive and productive manner
• Strong verbal and written communication skills
• Strong organizational, analytical, and problem-solving skills
• Ability to manage multiple priorities and adapt to changing business needs
• Experience utilizing CRM systems, reporting tools, knowledge bases, and business applications
• Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint
• Ability to build effective working relationships across all levels of the organization

Benefits

• 401(k) plan
• Company-sponsored medical, dental, vision, and basic life insurance plans
• 80 hours of vacation per year
• 56 hours of paid sick leave annually
• 13 paid holidays throughout the calendar year
• 12 weeks of paid or unpaid parental/disability/emergency leave