About the Role: We are seeking a proactive and experienced Senior Customer Service Rep to join our team. The Senior Customer Service Rep will be responsible for overseeing the day-to-day operations of the customer service team, ensuring high levels of customer satisfaction, and providing support and guidance to CSR staff. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of customer service best practices.
Why You’ll Want to Work Here:
- Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics
- Performance pay directly tied to results – You deliver for us, we deliver for you
- Benefits you will use – Full medical, dental, and vision packages including fully employer paid options
- Secure your financial future – 401(k) with company match
- We invest in your future – ongoing training that directly results into bigger career opportunities combined with continuous education stipends
- Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of an institutional investor
Senior Customer Service Rep Key Responsibilities:
- Supervise and support the customer service team, ensuring they meet performance and quality standards.
- Provide training, coaching, and mentorship to CSR staff to enhance their skills and performance.
- Conduct regular team meetings to communicate updates, share best practices, and address any issues or concerns.
- Manage and resolve complex customer inquiries and escalations in a timely and professional manner.
- Monitor and analyze customer service metrics to ensure service level agreements (SLAs) are met.
- Develop and implement strategies to improve customer service processes and enhance customer satisfaction.
- Serve as a point of contact for customers, addressing their needs and concerns with empathy and efficiency.
- Collaborate with other departments, such as sales, marketing, and product development, to ensure a seamless customer experience.
- Maintain accurate and up-to-date customer records in the CRM system.
Senior Customer Service Rep Qualifications:
- Service Titan experience required
- Bachelor’s degree in Business, Communications, or related field (preferred).
- Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or lead position.
- Proven track record of successfully managing and leading a customer service team.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Proficiency in using CRM systems and customer service software.
- Ability to multitask and manage time effectively.
- High level of empathy, patience, and professionalism.
Senior Customer Service Rep Interpersonal Qualifications:
- Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
- Exceptional problem-solving and conflict resolution abilities to improve things both big and small.
- Highly organized, ability to act quickly while still having attention to detail.
- Hold yourself to a higher standard and exhibit a high level of integrity.
About Us:
Legacy Service Partners (LSP) is a national leader in residential HVAC, plumbing, and electrical services. Since 2021, we've partnered with over 30 local brands across 16 states and we're growing fast. We exist to serve our partners and fuel their success: providing the resources, infrastructure, and expertise that help local brands better serve their employees, customers, and communities.