Lead Customer Service Representative

Hamstra Heating & Cooling is seeking a dynamic and experienced individual to join our team as a Customer Service Team Lead. Hamstra Heating & Cooling is a locally owned and operated family business that has been around since 1983. We are a leader in our industry and are dedicated to providing top-notch service to our customers in the Tucson area.

Position Overview:

As the Customer Service Team Lead, you will play a pivotal role in ensuring that our customers receive exceptional service and support. You will lead a team of customer service representatives, overseeing day-to-day operations and striving for continuous improvement in customer satisfaction.

What We Offer:

• 401K with a 4% company match after the first year with immediate vesting.
• Access to financial advisors to ensure your financial future is secure.
• HSA option paid by the employer - free to the employee.
• Free access to employer-paid Nice Healthcare, offering comprehensive medical services.
• Additional medical insurance options with employer contribution.
• Dental insurance with employer contribution.
• Long-term disability - Employer Paid.
• Short-term disability - Voluntary.
• Life insurance, employer paid, with voluntary employee option for additional coverage.
• Generous PTO Hours with increased hours based on tenure.
• Paid Holidays.
• Immediate access to onsite company Fitness Center.

Work Hours: 7:00 am to 4:00 pm/8:00 am to 5:00 pm - Hours may vary by season.

Pay Scale: $20.00 to $22.00 an hour + incentives

Key Responsibilities:

• Lead and motivate a team of customer service representatives to meet and exceed service goals.
• Handle escalated customer inquiries and complaints with professionalism and efficiency.
• Monitor team performance metrics and provide regular feedback and coaching to team members.
• Collaborate with other departments to ensure seamless communication and resolution of customer issues.
• Assist in the recruitment, training, and development of new team members.

Qualifications:

• Minimum of 5 years of customer service experience
• Proven leadership abilities with a track record of successfully leading teams to achieve goals.
• Excellent communication skills and ability to interact effectively with customers and team members.
• Strong problem-solving skills and ability to handle challenging situations with tact and diplomacy.
• Proficiency in Microsoft Office and customer service software.
• Knowledge of HVAC systems and terminology is a plus.