Emergency Response Center Team Lead
$41,600–$52,000 year
On-siteLenexa, Kansas, United States
EXPIREDLenexa, Kansas, United StatesOn-siteFull Time$41,600–$52,000 yearSenior LevelSmall
Full TimeSenior LevelSmall
Job Summary
Handle inbound calls from customers needing water mitigation services, gathering and documenting critical job information to route details to appropriate service teams. Serve as a point of contact for agents regarding brand questions, ensuring adherence to scripts, workflows, and service standards across multiple brands. Monitor schedule adherence via Ring Central, provide real-time guidance, and assist with problem resolution and escalations. Maintain accurate records in CRM systems and support onboarding and training for team members while helping the department meet KPIs.
Required Qualifications
- 2+ years of call center or customer service experience
- Strong verbal and written English communication skills
- Ability to stay calm and make decisions in high-pressure situations
- Detail-oriented with the ability to enforce structured processes
- Strong problem-solving and multitasking skills
- Proven reliability, punctuality, and accountability
- Comfortable using CRM systems and tools such as Microsoft Outlook, Teams, and RingCentral
Desired Qualifications
- Prior experience in a lead, senior agent, or informal leadership role
- Experience in water mitigation, restoration, or emergency services
- Experience supporting multiple clients, brands, or workflows
- Experience coaching or mentoring team members
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