Contact Center Lead

North Creek Roofing

Fife, WA, United States
Base: competitive hourly base; bonus/equity: incen...
On-site
Real-time problem-solving
Adherence to processes and kpis
Sales mindset and rebuttal skills
North Creek Roofing is seeking a Contact Center Lead to provide operational support and leadership within their customer service team. The ideal candidate will have experience in customer service, with a strong focus on team dynamics and performance improvement

Job Summary

  • This role serves as a first point of contact for escalations, assists with real-time problem-solving, and supports adherence to processes and KPIs.
  • The Contact Center Lead plays a critical role in driving performance, ensuring quality, and fostering a positive team environment.
  • Full-time employees are eligible to participate in health, dental, and vision insurance, 401(k) with company match, paid time off, and other benefits.

Matching Summary

Match Score: 85

North Creek Roofing is seeking a Contact Center Lead to provide operational support and leadership within their customer service team. The ideal candidate will have experience in customer service, with a strong focus on team dynamics and performance improvement.

Salary

Base: Competitive hourly base; Bonus/Equity: Incentive based commission; Benefits: Health, Dental, Vision, 401(k) with match, PTO

Skills & Requirements

Must-have

  • real-time problem-solving
  • adherence to processes and KPIs
  • sales mindset and rebuttal skills
  • on-the-floor coaching
  • monitor call quality
  • Five9 and ServiceTitan usage

Nice-to-have

  • team-oriented environment
  • solutions-focused work environment
  • passionate about delivering quality service

Key Requirements

  • 2+ years customer service experience
  • Previous leadership experience preferred
  • High school diploma or equivalent

Work Rights

Not specified

Tailored Resume

Cover Letter