CSR Lead Mr. Rooter of Greater Bergen Midland Park, NJ Job Details Full-time $22 - $26 an hour 10 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Qualifications Customer communication Team supervision Managing teams in a customer support role Supervising experience Leading team collaboration initiatives

Full Job Description Benefits:

401(k) Employee discounts Health insurance Paid time off Dental insurance Vision insurance About the

Role:

Mr. Rooter of Greater Bergen is looking for a motivated and experienced CSR Lead to join our growing team in Midland Park, NJ! In this role, you'll be the backbone of our customer experience — leading a team of service representatives and ensuring every customer interaction reflects the quality and care our brand is known for. If you thrive in a fast-paced environment and love helping people, this is the opportunity for you.

Responsibilities:

Lead and support a team of Customer Service Representatives in daily operations Handle inbound and outbound customer calls, scheduling, and dispatching service technicians Monitor call quality and provide coaching and feedback to CSR team members Resolve escalated customer complaints and ensure high levels of customer satisfaction Track and report on key performance metrics including call volume, booking rates, and response times Coordinate with field technicians and management to ensure seamless service delivery Assist in onboarding and training new customer service staff

Requirements:

2+ years of customer service experience, preferably in a home services or trades environment Prior experience in a lead, supervisory, or team lead role Strong communication skills, both verbal and written Proficiency with scheduling or dispatching software is a plus: Service Titan Ability to multitask and remain calm under pressure in a high-volume environment Customer-first mindset with strong problem-solving abilities Must be located in or able to commute to

Midland Park, NJ About Us:

Mr. Rooter of Greater Bergen is a trusted name in plumbing and drain services, proudly serving homeowners and businesses across the Bergen County area. Our customers love us for our reliability, transparency, and top-notch workmanship — and our team members love us for our supportive culture and opportunities for growth. When you join Mr. Rooter, you become part of a team that takes pride in doing the job right, every time.