Lead Customer Service Representative
$54,080–$70,720 year
On-siteSandpoint, Idaho, United States
Job Summary
Manage inbound and outbound phone traffic alongside three team members, rotating call responsibilities and booking both installation and service calls. Develop and monitor standardized workflows for office and service departments, leading morning huddles and facilitating weekly meetings to align on goals. Resolve complex client issues independently, process invoicing and vendor payments, and oversee warranty claims and rebate tracking. Coordinate technician dispatch, manage fleet maintenance schedules, and handle onboarding for new staff. Ensure compliance with local, state, and federal requirements while maximizing lead opportunities and retaining Club Membership clients.
Required Qualifications
- Associate degree
- Previous Customer Service Representative (CSR) experience
- Background managing relations across technicians, vendors, and clients
- Advanced computer skills including Microsoft Office Suite
- Scheduling software experience
- Strong CRM experience
- ServiceTitan support and resolution experience
- Strong understanding of accounting and finance as it relates to the industry
- Capability to handle invoicing, vendor payments, and rebates
- Excellent oral, written, and interpersonal communication skills
- Ability to write professional customer scripts
- Ability to calmly navigate difficult client situations
- Highly detailed, organized, and independent work style
- Exceptional follow-through
- Teamwork mindset
- Humbly confident attitude
- Ability to automatically buy into team goals
- Valid Driver's License
Desired Qualifications
- ServiceTitan support and resolution experience is highly valued
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