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Customer Service Team Lead

Website AquaCal AutoPilot Inc.

Working Together, Growing Together, Winning Together.

COMPANY: AquaCal AutoPilot Inc.
REPORTS TO: Customer Support Manager
HOURS: Full-time
Location: AquaCal AutoPilot, Inc. (Onsite)

Position Summary

The Customer Service Team Lead position promotes team synergy and provides a work-life balance by providing the following:

    • No weekends required
    • Paid time off for major Holidays
    • A $1000 Sign on bonus will be distributed throughout a three-month period
  • The ideal candidate will have a drive to learn daily, willingness to grow, and a passion for customer service.
  • The Team Lead monitors daily workloads of team members and adjusts workload to ensure adequate coverage and the correct procedures are followed.
  • The Team Lead works closely with teammates and customers in a fast-paced work environment providing resolutions.

Key Responsibilities:

  • Answer incoming phone calls with Basic Troubleshooting
  • Provide effective solutions to help the team address and resolve any concerns.
  • Monitor daily Queue Dashboards
  • Motivate, train, and coach Customer Support Representatives
  • Monitors daily workload of department
  • Oversee monthly call quality reviews
  • Create and Update work instructions
  • Conduct new hire trainings

Other Requirements:

  • Positive, enthusiastic, and flexible attitude
  • High School Diploma (Required)
  • 3 years call center experience (Required)
  • 2 years of leadership experience (Required)
  • Experience in Microsoft office, excel, and word (Required)
  • Swimming pool industry knowledge (Preferred)
  • Positive mental attitude
  • Organizational Skills
  • Ability to determine and adjust priorities according to frequently fluctuating demands

Compensation & Benefits

  • Participation in the Team Horner Employee Stock Ownership Plan
  • Tuition reimbursement
  • Ongoing industry training
  •  Yearly performance and long service awards and events
  • Paid time off: Holiday, Vacation and Personal
  • Health, dental and vision insurance offered
  • Short/Long term disability insurance offered
  • 401K and Roth offered
  • Extensive wellness program including one-to-one coaching, healthy living seminars, exercise facilities and classes, stand-up desks and many other great incentives
  • Positive and friendly work environment
  • Merchandise discounts
    …and so much more!

Team Horner is an Equal Opportunity Employer and encourages growth and opportunity for all.

We are a Drug-free Workplace.

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