Lead Customer Service Professional 

About the Role 

We’re looking for a Lead Customer Service Professional who thrives in a fast-paced call center environment and loves helping others succeed. In this role, you’ll serve as floor support and a subject matter expert for our Customer Service team—stepping in to solve complex customer issues, support teammates, and keep service running smoothly when a supervisor isn’t immediately available. You’ll also handle inbound and outbound customer calls, maintain accurate customer records, and deliver an exceptional experience that reflects our Rocket Core Values: Reliability, Ownership, Customer Focus, Knowledge, Excellence, and Teamwork. 

What You’ll Do  

• Provide day-to-day floor support to Customer Service Professionals as a go-to resource and subject matter expert. 

• Handle escalation calls and resolve complex customer issues with professionalism and urgency. 

• Monitor team activity and provide guidance to maintain coverage, quality, and responsiveness. 

• Answer inbound/outbound customer service calls; qualify needs and follow call-flow guidelines to provide accurate information on products and services. 

• Create and manage customer accounts, document call details, and maintain accurate records (including real-time data entry while talking with customers). 

• Collect and apply payments; research and resolve billing concerns, credits, and adjustments as needed. 

• Schedule inspections and quality-control visits; enter lead information and coordinate appointments. 

• Partner cross-functionally with branches, service managers, technicians, and sales teams to continually improve the customer experience. 

• Meet or exceed performance standards and consistently achieve monthly development goals. 

• Take on additional projects and duties as assigned. 

What We’re Looking for 

• Education: High school diploma or equivalent. 

• Experience: Prior customer service, inside sales, or other relevant experience. 

• Technical: Working knowledge of Microsoft Word, Excel, and Outlook; comfort navigating multiple systems at once. 

• Skills: Strong problem-solving and attention to detail; clear verbal and written communication; ability to multi-task in a high-volume environment. 

• Collaboration: Professional, team-focused, and able to build relationships across departments. 

• Other requirements: Reliable transportation; ability to pass a criminal background check and pre-employment drug screening. 

Why You’ll Love Working Here 

You’ll join a team that values doing the right thing, taking ownership, and delivering a consistently great customer experience. This role offers the opportunity to lead from the floor, sharpen your problem-solving skills, and make a direct impact on customer satisfaction and team performance. 

Work Environment 

This position is based in a standard office/call center environment with moderate noise levels and frequent interruptions. The work is primarily sedentary and involves extensive computer/phone use, real-time data entry, and occasional lifting up to 10 pounds. 

   Department: Call Center 
Reports to: Call Center Manager 
Job type: Full-time (Non-exempt) 
Location: Tampa, Florida
 

Schedule and Location: