Call Center Customer Service Representative (CSR) Team Lead

Bassett Services

Schedule: Sunday – Thursday

Location: 

2601 Fortune Circle East. Suite 200C. Indianapolis.

Job Overview:
Bassett Services is seeking a dedicated and customer-focused Call Center Customer Service Representative (CSR) Team Lead to oversee and support our call center team. This role is responsible for ensuring excellent customer service, coaching and developing CSRs, and handling escalated calls to maintain customer satisfaction and retention.

The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for delivering top-tier customer service.

Key Responsibilities:

• Lead and manage a team of CSRs to ensure high performance and excellent customer service.
• Handle escalated customer service calls to resolve issues effectively and maintain customer satisfaction.
• Conduct Quality Assurance (QA) reviews on CSR phone calls and provide regular coaching and feedback.
• Serve as a resource for CSRs by answering questions, providing guidance, and facilitating ongoing training.
• Participate in and contribute to daily huddle meetings to align team objectives.
• Conduct weekly one-on-one meetings with team members to review call quality and performance.
• Facilitate weekly team meetings to discuss updates, best practices, and performance improvements.
• Train and onboard new hires to ensure a smooth transition into the role.
• Present information and updates during team meetings.
• Perform additional duties as needed to support the success of the call center.

Qualifications:

• Previous experience in a call center environment, preferably in a leadership or supervisory role.
• Strong problem-solving skills and ability to handle customer escalations professionally.
• Excellent communication and interpersonal skills to coach and develop team members.
• Ability to multitask and work in a fast-paced environment.
• Experience with call center software and quality assurance processes is a plus.

Why Join Bassett Services?

• Supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A company that values customer satisfaction and employee success.

If you are a motivated leader with a passion for customer service and team development, we encourage you to apply!

Who WE Are:   

We are a family-owned and operated company, with a small business feel, but large business size, growth, and stability. We have hard-working teams that are dedicated to the company's continued success and are rewarded well for their contributions.   

We prioritize our employees and welcome you to the family through on-going training, and unmatched rewards, like full benefits, and a 401k match. With no salary cap, your effort determines your paycheck!     

If this sounds like something you would like to join for a long-term career move, apply today!   

What you will do: 

• Call customers from prior day for quality check 
• Call maintenance customers and schedule visits 

• Call on customer list to offer promotions 
• Follow up on reviews positive and negative 
• General inbound customer service  

What you bring: 

• Previous customer service experience 
• Strong attention to details 
• Conscientious, team player 
• Honesty integrity, quality craftsmanship and a good attitude 
• Clear background check and drug screen