Frank Gay Commercial Services ยท 10 hours ago
Contact Center Team Lead
Orlando, FL
Full-time
Onsite
Entry, Mid Level
$22/hr - $22/hr
1+ years expFrank Gay Commercial Services is seeking a Contact Center Team Lead who can energize the team and ensure exceptional customer care. The role involves managing daily workflows, providing support to customer service representatives, and handling escalated issues to maintain high service standards.
ConstructionHeating Ventilation and Air Conditioning (HVAC)
Responsibilities
Support the day-to-day activities of CSRs and Dispatchers by monitoring call queues, job boards, and system alerts
Ensure call handling, booking, and dispatching standards are met throughout the shift
Balance incoming call volumes and technician scheduling priorities to support optimal service delivery
Serve as the go-to resource on the floor for system questions, tough customer calls, or tricky scheduling needs. Including handling escalated requests from customers
De-escalate concerns on the floor that may otherwise impact call quality or stable production
Help new team members onboard by shadowing, answering questions, and reinforcing best practices
Lead by example with professionalism, accuracy, and top-tier customer service
Track shift-level KPIs like call answer rate, booking percentages, and hold times
Monitor the Phone system to identify, track, and resolve any anomalies impacting production of the Call Center floor
Offer real-time feedback and coaching on tone, scripting, and troubleshooting
Communicate performance or attendance concerns to the Contact Center Manager
Communicate effectively with field technicians, dispatchers, and other departments to ensure aligned expectations
Assist with customer follow-up, reschedules, or escalation support as needed
Qualification
Required
1+ year of experience in a contact center environment
Comfortable using call center software, scheduling platforms, and CRM tools
Strong communication, multitasking, and time management skills
Positive attitude with a team-first mindset and the ability to stay calm under pressure
Preferred
leadership or senior CSR experience
Knowledge of the skilled trades industry (HVAC, plumbing, electrical)
Benefits
Monthly bonus potential up to $1,000.00
Company
Frank Gay Commercial Services
Mission Statement: To be the Gold Standard in our trades, to provide opportunities to those who seek meaningful work, and to serve as the backbone of our community We are an essential service provider to the vital businesses that our communities rely on.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-07-29Acquired
Recent News
EIN Presswire
2025-04-24
Company data provided by crunchbase