Customer Service Team Leader

Job Title: Customer Service Team Leader - Facilities Maintenance
Company: SOS Maintenance
Location: Remote
About SOS Maintenance:
SOS Maintenance is a leading provider of comprehensive facilities maintenance solutions. We partner with businesses to ensure their properties operate smoothly and efficiently. Our dedicated team of professionals delivers expert service in areas such as HVAC, plumbing, electrical, carpentry, and general building maintenance. We value teamwork, customer satisfaction, and continuous improvement.
Job Description:
We are seeking a highly organized and customer-focused Customer Service Team Leader to lead our team of Customer Service Representatives specializing in facilities maintenance. In this role, you will play a vital role in ensuring our clients receive exceptional service and support while managing a team that handles service requests, dispatches technicians, and resolves customer inquiries. If you have a passion for delivering outstanding customer experiences in the facilities maintenance industry and possess strong leadership skills, we encourage you to apply!
Responsibilities:
Leadership & Team Development: Lead, motivate, and coach a team of Customer Service Representatives specializing in facilities maintenance.
Foster a positive and collaborative team environment where knowledge sharing and support are prioritized.
Conduct regular performance evaluations, identify individual and team training needs, and provide constructive feedback.
Delegate tasks effectively, ensuring balanced workloads and efficient service delivery.
Customer Service Excellence: Ensure the team consistently delivers exceptional customer service to clients in the facilities maintenance industry, understanding their unique needs and priorities.
Monitor customer interactions (phone, email) to identify areas for improvement and ensure timely resolution of service requests.
Implement strategies to enhance customer satisfaction and build strong client relationships.
Address escalated customer issues and complaints promptly and professionally.
Service Coordination: Oversee the efficient scheduling and dispatching of technicians to client sites, ensuring timely response to service requests.
Collaborate with technicians and clients to ensure clear communication and effective coordination of maintenance activities.
Monitor service progress and proactively address any potential delays or issues.
Performance Management: Set clear performance goals and expectations for the team, aligned with company objectives and customer service standards.
Track key performance indicators (KPIs) related to service response times, customer satisfaction, and team productivity.
Analyze performance data to identify trends and areas for improvement.
Provide regular feedback and coaching to team members to enhance their skills and performance.
Qualifications:
Experience: Proven experience in a customer service leadership role, preferably within the facilities maintenance industry or a related field.
Industry Knowledge: A strong understanding of facilities maintenance operations, including common service requests, scheduling procedures, and industry best practices.
Communication Skills: Exceptional communication and interpersonal skills, with the ability to build rapport with team members, clients, and technicians.
Leadership Abilities: Demonstrated ability to motivate, coach, and inspire a team to achieve high levels of performance and customer satisfaction.
Problem-Solving: Excellent problem-solving and analytical skills, with a proactive approach to identifying and addressing challenges.
Customer Focus: A deep commitment to providing outstanding customer service and exceeding client expectations in the facilities maintenance industry.
Technical Proficiency: Familiarity with CRM systems, scheduling software, and other relevant customer service tools.
Benefits:
Competitive Salary: Up to 65k
Paid Time Off: Enjoy generous paid time off to relax and recharge.
Comprehensive Benefits Package: Including but not limited to health insurance
Professional Development: Opportunities for ongoing training and career advancement within the facilities maintenance industry.
Positive Work Environment: We foster a supportive and collaborative work environment where you can thrive.
Schedule:
Full-time position
To Apply:
Please submit your resume and a cover letter highlighting your leadership experience and passion for customer service in the facilities maintenance.
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation,1 age, marital status, veteran status, or disability status.2

Work arrangement
Yes