Lead Customer Service Specialist

Customer Service Specialist (Lead)

Position Title: Lead Customer Service Specialist
Reports To: Customer Service Supervisor or Manager
Status: Full-time, Regular
Category: Customer Service/Support
Location: Cropp Metcalfe (Fairfax) – Service Experts, 8421 Hilltop Rd, Fairfax, VA 22031

We are a team of experts dedicated to delivering the best service to our customers and supporting our employees with training, guidance, and unlimited professional growth opportunities. Join us and become an EXPERT!

The Lead Customer Service Agent monitors the activities of multiple Customer Service agents to ensure KPIs and service levels are met. Responsibilities include direct monitoring of inbound and outbound call performance, mentoring, and providing assistance to the Customer Support Center Supervisor in day‑to‑day operations. Additional support functions such as call loading, dispatching, and schedule monitoring are performed as needed.

• Competitive Pay, including incentive opportunities for many positions
• Paid Time Off and Company Holiday Pay
• Medical/Dental/Vision Insurance programs
• 401(k) Retirement Savings Plan with company matching contributions
• Life Insurance for you and optional coverage for your family
• Short‑term and Long‑term disability insurance options
• Supplemental benefits such as legal advice, pet insurance, health advocacy programs
• World‑class training opportunities through Experts University
• Career development opportunities

• Demonstrate proficiency in inbound and outbound call handling KPIs
• Recognized by peers as an authority in support center operations and inbound call handling procedures and processes
• Conduct scheduled one‑on‑one sessions with team members monthly
• Prepare, organize, and present training materials
• Live monitor inbound and outbound call performance and coach as needed
• Maintain working knowledge of all company products, services, and promotions
• Accept empowerment and make decisions regarding customer satisfaction with confidence
• Dispatch as needed to improve scheduling accuracy and response speed
• Assist in maintaining overall support center performance metrics
• Answer incoming calls from customers and handle other support center duties as assigned
• Maintain good customer relations and ensure all calls meet Service Experts’ standards
• Handle and resolve a variety of customer concerns, complaints, and questions via phone, email, or chat (including billing inquiries, technician ETA, scheduling issues, and general product/service questions)
• Resolve problems by clarifying issues, researching, exploring solutions, implementing solutions, and escalating unresolved issues
• Maintain customer records by updating account information
• Communicate with customers on service call status and handle escalations as needed

• High school diploma or equivalent with 2+ years’ experience in customer service or a customer‐facing environment
• Experience or training in the use of computers and related systems in an administrative office environment
• Ability to multi‑task and work effectively in a fast‑paced, constantly changing environment
• Excellent customer‑service, communication, and interpersonal skills
• Effective internal and external communication skills, conveying solutions in a pleasant, business‑like manner to a diverse customer population
• Ability to work effectively both in a team and independently
• Ability to make decisions based on established guidelines and procedures
• Effective organizational and time‑management skills, prioritizing work based on service demands
• Understanding and knowledge of the HVAC/Refrigeration Industry is an asset

To apply, refer to the Service Experts careers portal. We encourage you to bring your experience, enthusiasm, and desire for professional growth to the team.