Customer Service Team Lead

The Customer Service Team Lead will oversee customer service operations while managing and nurturing qualified sales leads. This role is responsible for ensuring exceptional customer experiences, improving lead conversion rates, maintaining CRM accuracy, and supporting business growth through effective pipeline management.

• →Lead, coach, and support the Customer Service team to achieve performance goals.
• →Follow up on qualified inbound leads and manage them through the sales pipeline.
• →Maintain regular communication with prospects to maximize conversion opportunities.
• →Handle escalated customer inquiries and ensure timely issue resolution.
• →Manage and update CRM records, lead statuses, and customer interactions.
• →Monitor team performance, lead conversion, and customer satisfaction metrics.
• →Prepare sales pipeline and performance reports.
• →Collaborate with Operations, Scheduling, and Sales teams to ensure a seamless customer journey.
• →Identify and implement process improvements to enhance customer service and sales outcomes.

Qualifications

• Minimum of 5 years of experience in customer service, sales support, lead management, or a related field.
• At least 3 years of proven experience in a team leadership or supervisory role.
• Demonstrated success in managing sales pipelines, customer inquiries, and client relationships.
• Hands-on experience using CRM platforms such as HubSpot, Salesforce, Zoho CRM, or similar systems.
• Excellent verbal and written communication skills, with the ability to coach, mentor, and develop team members.
• Strong problem-solving, decision-making, and conflict-resolution abilities.
• Highly organized with exceptional attention to detail and the ability to manage multiple priorities.
• Proficient in Microsoft Office Suite, particularly Excel, with experience in reporting and data analysis.
• Experience in the pest control, home services, facilities management, or other service-based industries is highly desirable.

• Customer-centric mindset with a strong commitment to delivering exceptional service.
• Effective leadership and people management skills, with a focus on coaching and team development.
• Sales-oriented mindset with the ability to drive conversions and improve team performance.
• Excellent communication and interpersonal skills across all levels of the organization.
• Analytical and results-driven, with the ability to interpret data and make informed decisions.
• Strong organizational and time management skills in a fast-paced, high-volume environment.
• Adaptable, proactive, and capable of managing competing priorities while maintaining service quality.

• Salesforce
• Trello
• Microsoft Teams
• Viber