Benefits:

401(k)

Employee discounts

Health insurance

Paid time off

Dental insurance

Vision insurance

About the Role:

Mr. Rooter of Greater Bergen is looking for a motivated and experienced CSR Lead to join our growing team in Midland Park, NJ! In this role, you'll be the backbone of our customer experience — leading a team of service representatives and ensuring every customer interaction reflects the quality and care our brand is known for. If you thrive in a fast-paced environment and love helping people, this is the opportunity for you.

Responsibilities:

Lead and support a team of Customer Service Representatives in daily operations

Handle inbound and outbound customer calls, scheduling, and dispatching service technicians

Monitor call quality and provide coaching and feedback to CSR team members

Resolve escalated customer complaints and ensure high levels of customer satisfaction

Track and report on key performance metrics including call volume, booking rates, and response times

Coordinate with field technicians and management to ensure seamless service delivery

Assist in onboarding and training new customer service staff

Requirements:

2+ years of customer service experience, preferably in a home services or trades environment

Prior experience in a lead, supervisory, or team lead role

Strong communication skills, both verbal and written

Proficiency with scheduling or dispatching software is a plus: Service Titan

Ability to multitask and remain calm under pressure in a high-volume environment

Customer-first mindset with strong problem-solving abilities

Must be located in or able to commute to Midland Park, NJ

About Us:

Mr. Rooter of Greater Bergen is a trusted name in plumbing and drain services, proudly serving homeowners and businesses across the Bergen County area. Our customers love us for our reliability, transparency, and top-notch workmanship — and our team members love us for our supportive culture and opportunities for growth. When you join Mr. Rooter, you become part of a team that takes pride in doing the job right, every time.