Customer Service Team Lead Position Available In Mecklenburg, North Carolina

Customer Service Team Lead Horne Heating & Air Conditioning – 4.3 Charlotte, NC Job Details Full-time $52,500 a year 1 day ago Benefits Paid holidays 401(k) 3% Match Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Opportunities for advancement Qualifications Microsoft Excel Customer service Mid-level Microsoft Office High school diploma or GED Dispatching HVAC 1 year Communication skills Time management Full Job Description As a Customer Service Team Lead , you will be responsible for guiding our internal support team and ensuring smooth daily operations while fostering a positive and productive environment. You will focus on training, process improvement, and providing leadership during customer escalations. This is a pivotal role for someone who thrives in a fast-paced environment and enjoys finding new solutions to enhance service delivery and efficiency.

Key Responsibilities:

Lead, motivate, and support a dispatcher team and customer service team, ensuring performance goals are met and exceeded. Be able to train new hires and provide ongoing coaching to improve skills, knowledge, and productivity. Work with the team to develop and implement process improvements to increase operational efficiency and customer satisfaction. Available to resolve complex customer escalations, ensuring the highest level of service is provided. Analyze performance metrics and prepare regular reports on key performance indicators (KPIs) for the team. Collaborate with other departments to streamline operations and drive innovation. Foster a culture of continuous learning, ensuring the team is well-equipped to handle daily challenges. Identify and implement best practices for dispatch operations and customer service.

Qualifications:

2 or more years of HVAC dispatching experience. 1 or more years of Service Titan experience. Proficient in Microsoft Office (Teams, Excel, OneDrive). Strong problem-solving skills and the ability to think critically under pressure. Excellent communication and interpersonal skills, with a passion for coaching and developing teams. Ability to work in a fast-paced, results-driven environment. Proficient in using call center software and reporting tools. A strong understanding of customer service best practices and dispatching processes. Ability to handle team and customer escalations with professionalism and empathy. Strong organizational and time management skills. High School Diploma or GED required.

Horne is proud to offer:

Performance Bonus Opportunities, Year-Round Work Stability, 2+ Weeks Accrued Paid Time Off in your first year, 5 Paid Holidays and Your Birthday, Medical, Dental, Vision, Life, Hospital Indemnity & More, 401(k) with 3% full match and partial match on 4-5%, Opportunities for Growth & Advancement, Ongoing Training & Development, Quarterly incentives for achieved goals,

Fun Company Events and Team Building Activities Pay & Schedule:

Pay:

$52,500 annual salary + additional earning potential

Schedule:

Monday to Friday, 7:00 AM – 4:00 PM (Please note, the role may require being on call during the afternoon shift or for team support as needed.