Lead Customer Service Representative

LEAD CUSTOMER SERVICE REPRESENTATIVE

Primary Job Function

The Lead Customer Service Representative is responsible for delivering an exceptional first impression to customers while helping lead the daily performance of the Customer Service team.

In addition to handling inbound and outbound customer communication, the Lead CSR supports coaching, call quality, booking performance, schedule awareness, and consistent execution of Progressive Heating, Air and Plumbing's customer service standards.

This position serves as a resource for CSRs and helps ensure every customer interaction is handled professionally, accurately, and with urgency.

Core Responsibilities

Customer Service

• Answer inbound calls promptly and professionally
• Identify customer needs and book appropriate appointments
• Educate customers on available service options when appropriate
• Maintain accurate customer and job information
• Handle customer concerns and escalate issues appropriately
• Complete outbound calls and customer follow-up as assigned

CSR Leadership

• Serve as a daily resource for CSR questions and difficult calls
• Assist with onboarding and training new CSRs
• Review calls and provide constructive feedback
• Reinforce approved call flows, booking procedures, arrival windows, and customer communication standards
• Identify recurring booking objections or process friction and bring them to management
• Help maintain positive energy and professionalism within the call center

Booking & Schedule Support

• Maintain awareness of department capacity and scheduling needs
• Work closely with Dispatch to maximize appropriate booking opportunities
• Avoid unnecessarily turning away calls based on assumptions about schedule capacity
• Accurately communicate approved arrival windows and scheduling expectations
• Ensure special customer requests are documented rather than promised when they cannot be guaranteed

Performance Indicators

Success in this position will be evaluated based on:

• CSR booking rate
• Call quality
• Customer satisfaction
• Accuracy of customer and job information
• Appropriate call handling and appointment selection
• Team coaching and development
• Schedule awareness and communication
• Follow-up completion
• Attendance and dependability
• Consistent adherence to Progressive processes and customer-service standards

Requirements

Required Qualifications

Customer Service & Communication

• Exceptional telephone and written communication skills
• Ability to listen carefully and identify the customer's actual need
• Strong ability to build rapport quickly
• Ability to professionally handle upset or frustrated customers
• Strong attention to detail and documentation

Leadership

• Ability to coach and support other CSRs
• Positive and solutions-focused approach
• Willingness to address performance or process concerns
• Ability to reinforce expectations consistently
• Strong organizational and prioritization skills

Technology

• Proficiency with ServiceTitan or ability to learn quickly
• Ability to work with company phone, messaging, and scheduling systems
• Strong computer and data-entry skills

Benefits

Benefits Offered:

• Competitive pay based on experience
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Ongoing training and growth opportunities
• A supportive and family-oriented work environment