Customer Care Team Lead
Company: Servpro Industries, LLC
Location: Bowling Green
Posted on: October 18, 2024
Job Description:
What we offer
- Excellent health benefits plan, which includes medical, vision
and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- Company-paid mental health benefit through Headspace
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
Schedule: Tuesday - Thursday, 11:30am - 8:30pm - Friday, Saturday,
12:00pm - 9:00pm
Must reside in the state of Tennessee for payroll purposes.
Job Summary
The Customer Service Team Lead in the SERVPRO - National Call
Center is to oversee the primary responsibilities of Customer
Service Representatives, providing support with First Notice of
Loss (FNOL) intake and dispatch of job leads, and researching and
resolving escalated phone calls. The SERVPRO - National Call Center
is a 24/7 environment where, at all times, Team Leads are here to
help. Team Leads track the effectiveness of Customer Care
Specialist's performance and provide additional coaching as
needed.
Major Duties and Responsibilities
- Oversees primary responsibilities of Customer Care Specialists
and provides support with First Notice of Loss intake and dispatch
of job leads.
- Performs call capture, claims entry, and claims dispatch during
peak volume times in accordance with Franchise dispatch status
including Reconstruction Account Participation Agreement, Select
National Account Agreement and Commercial Account Participation
Agreement requirements, as well as assigned and open territory
boundaries.
- Assists with enforcement of Customer Care Specialist training
provided by the Customer Care Training team, and provides
additional coaching as needed.
- Monitors Customer Care Specialist daily performance to ensure
compliance with policies and promote peak performance. Promote
customer service throughout the SERVPRO System and insurance
community.
- Strives for one call resolution for vendors, customers, and
franchisees to promote high touch proactive service resolution
resulting in customer retention.
- Actively and consistently supports all efforts to simplify and
enhance the franchise/customer experience.
- Monitors accuracy with database information that interface with
Claims Entry System including Franchise alerts in the Dispatch
Status Management application. Alerts Franchise Business
Consultants and/or Regional Directors of Operations when accurate
information is not displayed.
- Provides input and collaborate with Customer Service Supervisor
on employee performance for the employee performance appraisal
process.
- Completes all Training and Coaching sessions as required and/or
requested by Supervisor.
Required Qualification (Knowledge, Skills, and Abilities)
- Ability to read, write, and speak the English language to
communicate with employees, customers, suppliers, in person, on the
phone, and by written communications in a clear, straightforward,
and professional manner.
- One plus year(s) of customer service experience, Customer Care
Center experience preferred.
- Possess outstanding written and verbal communication skills
including proper pronunciation, grammar, and a consistently
courteous and professional tone of voice always.
- Possess polite and confident, excellent customer service
skills, including listening and questioning.
- Possess excellent organizational skills and high attention to
detail.
- Proficient computer skills in a multi-screen/task
environment.
- Type at least 40+wpm with minimal errors.
- Adaptable to remain calm and reasonable amidst tense or
stressful situations.
- Constant telephone and computer use.
- Ability to multi-task.
- Ability to work in a fast paced, team-oriented office
environment.
- Proficient in Microsoft Office.
- Customer Relationship Management (CRM) experience, a
plus.
- High School Diploma or General Education Diploma (GED), college
courses or degree preferred.
About SERVPRO
For more than 50 years, SERVPRO - has been a trusted leader in fire
and water cleanup and restoration services, mold mitigation,
construction, biohazard and pathogen remediation throughout the
United States and Canada. Our 2,200+ individually owned and
operated franchises are supported by our dedicated headquarters
team. We strive to cultivate a professional community that respects
and celebrates the things that make us unique, the things we share,
and the collaborative spirit we bring to the work we pursue
together.
SERVPRO is an equal opportunity employer. All applicants will be
considered for employment without attention to age, race, color,
religion, gender, sexual orientation, national origin, veteran or
disability status.
Keywords: Servpro Industries, LLC, Owensboro , Customer Care Team Lead, Other , Bowling Green, Kentucky
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