Customer Success Team Lead

About the Role:
C&K Heating, Cooling, and Plumbing is seeking a driven and self-motivated Customer Success Team Lead to oversee the client experience from start to finish. This role is essential to ensuring seamless communication, service delivery, and satisfaction across multiple departments. As the chief of "getting things done" for our clients, you will manage the Customer Service Representatives (CSR) and Dispatcher/Service Representatives (DSR) team and collaborate with the Service, Retrofit, and Construction departments to provide exceptional customer service and operational success.

What You’ll Do:

• Team Leadership: Oversee the CSR and DSR teams, ensuring they deliver on C&K's value proposition: a fantastic client experience.
• Customer Experience Ownership: You are accountable for the entire customer service experience, from booking appointments to following up on completed work.
• Process Improvement & Team Development: Identify areas for improvement in daily, weekly, and monthly processes. Provide training, support, and development for team members. Coach and train the team on service, operational efficiency, and selling memberships and basic HVAC and plumbing items. Develop strategies to improve performance and build team confidence in promoting relevant products and services.
• Job Setup & Coordination: Ensure jobs are set up correctly from the start by confirming that the proper questions have been asked, necessary parts are ordered, schedules are efficient, and technicians are fully prepared. Address all customer problems with a sense of urgency and thoroughness.
• Persistent Client Follow-up: Ensure unscheduled clients are followed up with consistently until appointments are set and services completed.
• Data & Records: Ensure that essential administrative tasks, such as registering equipment warranties, recording equipment locations, filing permits, scheduling inspections, and maintaining membership data, are completed accurately and on time to support smooth operations.
• Sales and Payment Collection: Ensure that outstanding payments are collected when a technician is unable to do so. This requires a strong sense of urgency and customer service to ensure payments are handled professionally and promptly.
• Cover for CSR & DSR: Step in and cover for CSR and DSR positions when team members are out, ensuring seamless operations and maintaining service quality during absences.
• Customer Service Escalations: Handle escalated customer service issues promptly and professionally, ensuring that complex problems are resolved effectively and maintain client trust and satisfaction.
• Interdepartmental Collaboration: Work closely with the Service, Retrofit, and Construction departments to ensure that client needs are met across all service areas and that jobs are executed efficiently and on time.
• Membership Management: Organize and manage member lists. -- Lead seasonal scheduling campaigns (email, text, phone, and web) to book member maintenance services. -- Handle invoicing, renewals, and expiring credit cards. -- Ensure technicians adhere to membership tasks and proper billing for commercial maintenance jobs.

Why Join C&K?

• Growth Opportunities: We're always growing and you should be too. From this position a successful candidate has the opportunity to build a prosperous future with a team of like minded leaders.
• Team-Focused Environment: Lead a collaborative and driven team that values communication, efficiency, and customer satisfaction.
• Comprehensive Benefits: Health & dental insurance, Simple IRA retirement plan with a 3% match, paid time off, and holiday pay.

Who You Are:

• Natural Leader: You have experience leading teams, with a focus on accountability, development, and delivering results.
• Problem Solver: You thrive on resolving customer issues quickly and efficiently, with a strong sense of urgency.
• Sales & Service Pro: You’re comfortable coaching teams to sell memberships and services, and you know how to build trust with clients.
• Organized & Detail-Oriented: You’re great at managing job setup, ordering parts, and making sure no detail is missed.
• Self-Motivated: You’re proactive about learning, whether it’s through reading, podcasts, or staying updated on industry trends.
• Team Player: You’re comfortable stepping in to support your team when needed, whether in a customer service or dispatch role.

If you are a results-driven, client-focused leader with a passion for customer service, team development, and sales coaching, we want to hear from you.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Experience:

• Microsoft Office: 4 years (Required)
• customer service and/or sales: 4 years (Required)
• Leadership: 3 years (Preferred)

Ability to Commute:

• Ames, IA 50010 (Required)

Work Location: In person