Job description
The Contact Center Customer Service Lead (CC CS Lead) serves as the day-to-day operational leader for a team of Customer Service Associates supporting customers, contractors, distributors, dealers, builders, and homeowners. This role is responsible for driving customer satisfaction, supporting team performance, resolving escalated inquiries, and ensuring efficient execution of contact center operations across phone, chat, email, and CRM platforms.
The CC CS Lead acts as a subject matter expert on company products, installation guidance, warranty inquiries, order support, and customer experience processes. The role partners closely with Sales, Marketing, Supply Chain, Logistics, Technical Services, and Operations to deliver an exceptional customer experience and support business growth