Call Center Lead

Description

Who We Are

Wilson, founded in 1958, is a third-generation family-owned company that is here to keep your home cozy, lights on and the water flowing. We offer services in Plumbing, HVAC, Electrical, Restoration and more throughout Northeast Ohio. Members of our staff have opportunities to earn competitive pay and rewards, grow in their careers and become a part of a great team.

Why Choose The Wilson Companies

• Compensation - Top of market pay among our industry
• Medical Insurance – We pay 70% for you and your family's insurance premiums for health, dental, vision, and company paid life insurance
• Work life balance – Two weeks of PTO after 90 days, 7 paid holidays
• 401k Plan with a 3% match.
• $1500 ongoing education/training credit per year

Our Core Values

Betterment

The ambitious pursuit of winning individually and as a team.

Accountability

We do what we say we are going to do.

Teamwork

Winning only happens when we work as a team.

Transparency

We sell through education- not fear.

Position Summary

The Call Center Lead will oversee our call center team, providing hands-on leadership, consistent coaching, and performance support. This position requires experience in ServiceTitan and prior call center roles. The ideal candidate will lead by example—handling calls when needed, monitoring key performance metrics, and fostering a high-performing team environment.

Key Responsibilities

• Provide direct supervision and leadership to the call center team
• Conduct twice-weekly training sessions to improve CSR skills and knowledge
• Hold bi-weekly 1:1 coaching sessions with each team member
• Take incoming calls approximately 50% of the day
• Assist in the hiring and onboarding of new call center staff as needed
• Ensure compliance with all company processes, policies, and customer service standards
• Collaborate with other departments to ensure seamless communication and service delivery
• Promote a positive and professional team culture that aligns with the Wilson brand
  
  

Requirements

• 2+ years of call center experience, with at least 1 year in a leadership or supervisory role
• ServiceTitan experience is required
• Excellent communication, coaching, and organizational skills
• Strong problem-solving abilities and attention to detail
• Proven ability to lead by example and support team development
• Proficient in Google Workspace