Customer Experience Team Lead

Firehouse is Dallas’s trusted expert in residential and commercial roofing. Our roofing company has a heavy focus on shingles and ventilation, as well as researching the latest products installed on your home or business. When you join Firehouse, You will be a part of a fast-growing organization that values having healthy, balanced home and work life, faith in something greater than yourself, and an attitude of excellence. Our core values are faith, courage, integrity, and excellence. We specialize in providing a white glove service to our clients for all of your roofing needs. If you like working with high-performing, driven, passionate people in a supportive environment, then Firehouse is the place for you!

ABOUT THIS ROLE:

We are looking for an organized, friendly, and team-oriented leader to supervise the daily operations within our customer experience team effectively. The Customer Experience Team Lead will work with the other departments to ensure that the call center is meeting goals and running efficiently. This leader will focus heavily on promoting a team atmosphere as well as developing processes for effectiveness.

RESPONSIBILITIES:

• Understand the life of a call / contact center from beginning to end
• Effectively lead and develop the customer experience team
• Customer Service
• Excellent scheduling efficiency
• Helps direct team leads, cares well for team members, and can work in a fast-paced enviornment
• Recruit, Hire, Train, and Develop an ALL-STAR TEAM
• Develops reports on call center metrics and determines the best solution to improve performance
• Assist in ERP implementation
• Maintains and develops new processes/systems to achieve daily and monthly goal
• Working manager on the phones with customers as needed

QUALIFICATIONS:

• Must have experience managing or leading a team
• Uphold strong customer service orientation with a demonstrated desire to exceed expectations
• Ability to communicate with all levels of the organization
• Exposure to successware a plus
• Proficient in excel and office suite
• Strong attention to detail and organizational skills
• High performing individual with a talent to influence and lead
• Problem solver, able to troubleshoot issues independently and drive them to closure with minimal supervision
• Comfortable in a fast-paced environment and in dealing with ambiguity

WHY YOU’LL LOVE WORKING HERE:

• Opportunity to be a part of a team that cares about your personal life just as much as your professional life
• You like having fun and being a part of an awesome work family
• Opportunities for growth and development
• Discount on company services for you and your family and friends