Customer Service Team Lead

TR Miller Heating, Cooling, Plumbing and Electrical is a fast-growing company built on trust, and integrity. We’re more than a service provider – we're a team that genuinely cares about people. We are looking for a Customer Service Team Lead who shares our commitment to customer satisfaction and views this opportunity not just as a job but as a long-term career. Our Team Leads play a vital role in driving service excellence, training, and team growth. 

Job Responsibilities 

• Coach, mentor, and develop call center representatives through daily hands-on support, cube-side coaching, and regular 1:1 sessions 
• Support team performance by improving key metrics such as call conversion, booking accuracy, efficiency, and overall call quality 
• Facilitate and co-lead weekly team trainings to reinforce best practices and promote continuous improvement 
• Actively take inbound calls to model excellent customer service, stay engaged with frontline operations and contribute directly to team targets 
• Assist with onboarding new team members, providing guidance and support as they develop skills and learn company standards 
• Track progress, implement coaching plans, and celebrate both individual and team achievements 

Pay and Benefits 

• Pay: Potential earnings $50,000 - $57,000/annually plus commissions (eligible for overtime over 40 hours/week) 
• Schedule: Wednesday – Saturday 7:00am – 6:00pm  
• Weekly Paychecks  
• Health Insurance 
• Dental Insurance 
• Vision Insurance 
• Life Insurance 
• Pet Insurance 
• Short-Term and Long-Term Disability 
• Employee Wellness  
• Up to Two weeks of Paid Time Off (PTO) yearly 
• Paid Holidays 
• 401(k) plan with a 4% company match 
• A family. This is last on the list because it’s the most important. We care about our team and expect you to bring that same care when you join. We do a lot more than just work together. You’ll come to love our company outings and you’ll build life-long friendships at TR Miller Heating, Cooling, Plumbing and Electrical. 

About Us 

• TR Miller Heating, Cooling, Plumbing and Electrical has been serving Plainfield and the surrounding area since 2008. You’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like this. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow and opportunities to excel. 
• If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company. If this sounds like you, spend a little time learning about TR Miller Heating, Cooling, Plumbing and Electrical by visiting TRMillerHeatingandCooling.com. When you're ready, please follow the directions to apply for this position. 
• Recognized as Chicago Tribune’s Top Workplace of 2023 
• Equal Opportunity Employer 
• Everyone is required to submit a pre-employment background check prior to start date. 

Requirements 

• Experience in a coaching, team lead, or supervisory role is highly preferred 
• Strong understanding of KPIs (Key Performance Indicators) and a track record of consistently meeting or exceeding performance goals 
• Familiarity with call center metrics such as call conversion, efficiency, booking accuracy, and quality assurance standards. 
• Excellent communication and interpersonal skills, with a collaborative mindset and a passion for team success. 
• Ability to balance leadership responsibilities with hands-on customer service, including handling inbound calls and modeling best practices. 
• Must be able to remain in a stationary position (seated) for prolonged periods   
• Frequent use of computer, keyboard, and telephone headset