Team Lead, Technical Customer Care - REQ 1528
$77,002–$77,002 year
On-siteSuwanee, Georgia, United States
Job Summary
Lead Advisor I and II teams through real-time coaching, guidance, and support on customer interactions, procedures, and technical inquiries. Conduct call monitoring, case reviews, side-by-side coaching, and live listening to reinforce departmental standards and best practices. Serve as the primary escalation resource for complex support issues, service recovery situations, and customer concerns while ensuring timely resolution. Monitor phone queues, email inboxes, CRM activity, and case backlogs to identify operational risks and workload imbalances. Drive continuous improvement initiatives, Kaizen activities, and knowledge management content development to support advisor effectiveness and service level objectives. Assist with workforce management, quality calibration, onboarding, training, and performance reporting to achieve departmental targets.
Required Qualifications
- High School Diploma or equivalent
- Minimum three years of customer service, technical support, HVAC support, or related experience
Desired Qualifications
- Associate degree, technical certification, HVAC education, trade school training, or related experience
- Prior leadership, mentoring, coaching, training, or team support experience
- Advanced knowledge of customer service principles, escalation management, and customer experience best practices
- Strong understanding of METUS products, programs, systems, and support processes
- Demonstrated ability to coach, mentor, and influence others in a positive and productive manner
- Strong verbal and written communication skills
- Strong organizational, analytical, and problem-solving skills
- Ability to manage multiple priorities and adapt to changing business needs
- Experience utilizing CRM systems, reporting tools, knowledge bases, and business applications
- Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint
- Ability to build effective working relationships across all levels of the organization
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