--- title: Lead Customer Service Representative description: 'Lead Customer Service Representative at Hero: Plumbing, Heating, Cooling, Drains, Ducts & Electrical. See the full description and apply.' type: job url: https://www.foundrole.com/jobs/lead-customer-service-representative-at-hero-plumbing-heating-cooling-drains-ducts-and-electrical-01a13bcf-e9ed-739f-986f-44d004af51e1 date: 2026-11-15T01:26:44Z og_description: 'Join Hero: Plumbing, Heating, Cooling, Drains, Ducts & Electrical as Lead Customer Service Representative in Bloomington, MN.' og_image: https://www.foundrole.com/og/w7itf8.png breadcrumbs: - label: Home url: https://www.foundrole.com/ - label: Search url: https://www.foundrole.com/jobs --- | | | |---|---| | **Company** | Hero: Plumbing, Heating, Cooling, Drains, Ducts & Electrical | | **Location** | Bloomington, MN | | **Salary** | $22/hr - $25/hr | | **Type** | Full Time | | **Posted** | Oct 13, 2026 | ## Is this job real? **Ghost job check:** B · Low risk. Probably a real opening. ## Visa sponsorship - **H-1B:** No H-1B sponsorship on record for Hero: Plumbing, Heating, Cooling, Drains, Ducts & Electrical. - **E-Verify:** No E-Verify enrollment on record for Hero: Plumbing, Heating, Cooling, Drains, Ducts & Electrical. ## Pay for similar jobs Most similar jobs pay $40,000 – $51,000 a year (median $45,000). ## Description ## Overview **Customer Service Team Lead (CSR Team Lead)** *Bloomington, MN | Full-Time* **About the Role** Hero is seeking a Customer Service Team Lead to support daily contact center operations while providing leadership, coaching, and development to a team of Customer Service Representatives. This is a working lead position, with responsibilities split approximately 25% hands-on Customer Service work and 75% Team Lead responsibilities. The Team Lead plays a critical role in ensuring the team delivers an exceptional customer experience while fostering a strong, positive, and performance-driven culture. **Key Responsibilities** **Customer Service Execution (Approx. 25%)** - Handle customer interactions across phone, email, text, and digital channels with professionalism and efficiency - Support scheduling, rescheduling, and customer inquiries while maintaining high accuracy - Step in to assist with complex or escalated customer situations as needed - Lead by example in delivering a consistently high-quality customer experience **Team Leadership & Daily Operations (Approx. 75%)** - Monitor team workload to ensure tasks are completed accurately and in a timely manner - Ensure proper documentation and adherence to processes across all customer interactions - Help manage workflow and support coverage to maintain productivity and service levels across all channels (calls, email, text) - Act as a primary point of contact for team questions, guidance, and daily support **Coaching, QA & Performance Management** - Conduct regular quality assurance (QA) reviews of calls, written communications, and documentation - Provide ongoing coaching, real-time feedback, and performance guidance to team members - Reinforce expectations around customer experience, productivity, and accuracy - Identify performance gaps and partner with leadership on development plans **Training & Development** - Assist in onboarding and training new Customer Service Representatives - Lead or support team huddles, trainings, and communication of process updates - Reinforce best practices and ensure consistency across the team - Support the continuous development of team skills and capabilities **Culture & Team Engagement** - Foster a strong, positive, and accountable team culture focused on performance, customer experience, and collaboration - Lead by example in professionalism, work ethic, and attitude - Encourage open communication, teamwork, and mutual support - Recognize and celebrate team and individual accomplishments - Help create an environment where team members feel supported, motivated, and engaged **Qualifications** - Strong communication, coaching, and interpersonal skills - High attention to detail and commitment to process adherence - Strong technological proficiency and ability to navigate multiple systems effectively - Demonstrated ability to learn and adapt quickly to new systems, tools, and workflows - Ability to multitask and balance individual responsibilities with team leadership duties - Strong organizational skills and ability to prioritize in a fast-paced environment - High personal accountability and professional integrity **What Success Looks Like** - Team consistently meets quality, productivity, and documentation standards - Strong and improving customer experience across all channels (including calls) - Timely completion of team tasks and efficient workflow management - Measurable improvement in individual CSR performance through coaching - High team engagement and a consistently positive, accountable culture **Compensation & Incentives** - Competitive base compensation based on experience - Performance-based incentives tied to team results, including quality, productivity, and customer experience metrics - Opportunity to directly impact earnings through team performance and development **Why This Role Matters** The CSR Team Lead is essential to both day-to-day execution and team development. By balancing direct customer interaction with leadership responsibilities—and driving team performance—this role ensures operational success while building a strong, engaged, and high-performing team. ## Posted Min Pay Rate USD $22.00/Hr. ## Posted Max Pay Rate USD $25.00/Hr. ## Skills - Balance Sheet - Work Ethic - Workflow Management - Interpersonal Skills - Team Leadership - Multitasking - Human Resources - Attention to Detail - Organizational Skills - Quality Assurance - Customer Experience - Communication - Coaching - Customer Service ## Related - [Customer Service jobs](https://www.foundrole.com/careers/customer-service?utm_source=ai_markdown)- [Contact Center jobs](https://www.foundrole.com/careers/customer-service/contact-center?utm_source=ai_markdown)- [Customer Service Representative jobs](https://www.foundrole.com/careers/customer-service/contact-center/customer-service-representative?utm_source=ai_markdown)- [Browse all companies](https://www.foundrole.com/companies?utm_source=ai_markdown) ## Explore this job market - [Minnesota](https://www.foundrole.com/locations/us/minnesota?utm_source=ai_markdown) — 48021 jobs - [Specialty Trade Contractors](https://www.foundrole.com/sectors/construction/specialty-trade-contractors?utm_source=ai_markdown) — 31227 jobs - [Bloomington, MN](https://www.foundrole.com/locations/us/minnesota/bloomington?utm_source=ai_markdown) — 1648 jobs ## Related pages - [Minnesota](https://www.foundrole.com/locations/us/minnesota?utm_source=ai_markdown) — 48021 jobs - [Specialty Trade Contractors](https://www.foundrole.com/sectors/construction/specialty-trade-contractors?utm_source=ai_markdown) — 31227 jobs - [Bloomington, MN](https://www.foundrole.com/locations/us/minnesota/bloomington?utm_source=ai_markdown) — 1648 jobs ## Browse - [Companies](https://www.foundrole.com/companies?utm_source=ai_markdown) - [Jobs by country](https://www.foundrole.com/locations?utm_source=ai_markdown) - [Jobs in the United States by state and city](https://www.foundrole.com/locations/us?utm_source=ai_markdown) - [H1B sponsors by location](https://www.foundrole.com/h1b-sponsors?utm_source=ai_markdown) - [H1B salaries](https://www.foundrole.com/h1b-salaries?utm_source=ai_markdown) - [Sectors and industries](https://www.foundrole.com/sectors?utm_source=ai_markdown) - [Jobs by career field](https://www.foundrole.com/careers?utm_source=ai_markdown) - [Latest jobs](https://www.foundrole.com/jobs/latest?utm_source=ai_markdown)