Team Lead, Technical Customer Care - REQ 1528

Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America, formed as a joint venture between Trane Technologies plc and Mitsubishi Electric US, Inc.

About the role

The Customer Care Team Lead supports the day-to-day operations of the Customer Care department while promoting a consistent, high-quality customer experience. This role serves as a frontline leader and subject matter expert, providing coaching, technical guidance, quality oversight, and operational support to Customer Care Advisors. The Team Lead partners closely with the Supervisor, Customer Care to monitor performance, support advisor development, manage workflow priorities, and ensure departmental objectives are achieved.

This role serves as an escalation resource for customer concerns, supports training and onboarding initiatives, and drives continuous improvement efforts focused on customer experience, advisor effectiveness, knowledge management, and operational performance. The Team Lead is expected to lead through influence, foster accountability, promote collaboration, and support the professional growth of team members.

Responsibilities

• Serve as the primary day-to-day resource for Advisor I and Advisor II team members by providing real-time coaching, guidance, and support regarding customer interactions, procedures, and technical inquiries.
• Conduct call monitoring, case reviews, side-by-side coaching, and live listening activities to support advisor development and reinforce departmental standards, operating procedures, service expectations, and best practices.
• Partner with advisors to ensure timely follow-up and resolution of customer concerns while serving as a point of escalation for customer concerns, service recovery situations, and complex support issues.
• Promote a customer-first culture focused on professionalism, responsiveness, ownership, and resolution.
• Monitor phone queues, email inboxes, CRM activity, and case backlogs to ensure timely customer support, identify operational risks, workload imbalances, and customer-impacting issues, and escalate appropriately.
• Support departmental service level objectives and performance targets.
• Support the development, maintenance, and improvement of knowledge management content, operational processes and procedures, work instructions, and support documentation.
• Ensure advisors leverage available systems, processes, and resources consistently while identifying knowledge gaps and supporting the development of training resources.
• Support continuous improvement initiatives, Kaizen activities, projects, and departmental objectives.
• Assist management with workforce management activities, quality monitoring and calibration, onboarding and training, performance reporting, and customer satisfaction trend analysis as needed.
• Perform other duties as assigned.

Requirements

• High School Diploma or equivalent required.
• Associate degree, technical certification, HVAC education, trade school training, or related experience preferred.
• Minimum three years of customer service, technical support, HVAC support, or related experience.
• Prior leadership, mentoring, coaching, training, or team support experience preferred.
• Advanced knowledge of customer service principles, escalation management, and customer experience best practices.
• Strong understanding of METUS products, programs, systems, and support processes.
• Demonstrated ability to coach, mentor, and influence others in a positive and productive manner.
• Strong verbal and written communication skills.
• Strong organizational, analytical, and problem-solving skills.
• Ability to manage multiple priorities and adapt to changing business needs.
• Experience utilizing CRM systems, reporting tools, knowledge bases, and business applications.
• Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
• Ability to build effective working relationships across all levels of the organization.

Pay

The base pay range for this position at commencement of employment is expected to be between $26.93 and $37.02/hour. Base pay offered may vary depending on market location, job-related knowledge, skills, and experience. The total compensation package may also include target bonus plans and discretionary awards.

Benefits

• Eligible employees may enroll in a 401(k) plan and participate in company-sponsored medical, dental, vision, and basic life insurance plans for the employee and eligible dependents.
• 80 hours of vacation per year.
• 56 hours of paid sick leave annually.
• 13 paid holidays throughout the calendar year, depending on hire date.
• Up to 12 weeks of paid or unpaid leave for eligible parental, disability, or emergency situations.

Schedule

10:00 AM – 7:00 PM