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Description

About Us:

EMCOR Facilities Services (EFS), an EMCOR core business, services over 1 billion square feet of commercial space across the United States. From corporate campuses to single sites, EFS provides a range of services that support mission-critical areas of financial services, manufacturing, pharmaceutical, transportation, and education sectors.

Job Title: Customer Service Representative Lead

Job Summary:

Support and assist supervisors in the Customer Solutions Center (CSC) who oversee the Customer Service Representatives who provide primary/frontline telephone support for CSC contracted customers, vendors and technicians. This includes monitoring CSR performance, coaching CSRs with supervisor oversight and/or approval, and supporting Supervisors in order to meet or exceed customer performance standards.

Essential Duties and Responsibilities:

• Primary schedule is 12:00 – 10:30 PM, various days, subject to change based on demand.

• Provide daily oversight and delegation of CSR critical tasks, including web-based work order dispatch, telephone work order requests, work order alarm screen monitoring, customer e-mailbox communication, work order follow-up and other tasks as necessary.

• Provide overall department training on workflows and processes. Training may be in group setting or one-on-one. Lead must be confident and comfortable speaking in front of peers and taking ownership of new hire training success.

• Coach CSRs in proper processes and procedures to ensure service delivery meets or exceeds customer performance standards. Continually coach, develop, assist, and support CSRs using positive encouragement and constructive feedback. Provide CSR work performance feedback to supervisors for 90-day initial reviews, monthly scorecards, call monitoring forms and annual performance reviews.

• Monitor CSRs’ performance, call statistics and critical daily tasks to ensure optimal operational effectiveness and to ensure the CSC meets or exceeds customer performance standards.

• Other duties as assigned

Qualifications:

• Associate degree or equivalent leadership work experience

• 2 to 3 years of experience in a customer service/call center environment

Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here (https://recruiting.ultipro.com/EMC1002EMCGI/JobBoard/cc563430-39f7-4c82-bdfe-62f295bd857a/?q=&o=postedDateDesc&w=&wc=&we=&wpst=) . Please check our available positions to confirm that a post or email is genuine.

EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process – it is probably fraudulent.

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled