CSR Lead

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.