Customer Service Lead

Customer Service Lead

Job Summary: 

We are seeking an experienced and motivated Customer Service Lead to oversee daily operations and support our team of customer service representatives. In this role, you will ensure high-quality customer interactions, monitor performance metrics, and provide leadership and guidance to drive team success. If you thrive in a fast-paced environment and are passionate about delivering excellent customer service, we’d love to hear from you. 

Key Responsibilities: 

• Supervise, mentor, and motivate a team of customer service representatives to achieve individual and team performance goals. 

• Monitor and evaluate inbound and outbound call quality, ensuring adherence to company policies and procedures. 

• Provide regular feedback and training to team members to enhance their skills and performance. 

• Handle escalated customer concerns and resolve complex issues promptly and professionally. 

• Collaborate with management to set team goals, identify improvement areas, and implement process enhancements. 

• Analyze performance metrics to identify trends and opportunities for improvement. 

• Maintain schedules to ensure adequate staffing and coverage during peak times. 

• Develop and maintain a positive and supportive work environment that fosters team morale and engagement. 

• Participate in recruiting, onboarding, and training new team members. 

• Prepare and present performance reports to management and stakeholders. 

Qualifications: 

• High school diploma or equivalent.  

• Proven experience as a call center supervisor, team lead, or similar role. 

• Strong understanding of call center operations and customer service best practices. 

• Proficient in call center software, CRM systems, and Microsoft Office Suite. 

• Excellent leadership and interpersonal skills with the ability to inspire and engage team members. 

• Strong problem-solving and decision-making abilities. 

• Exceptional verbal and written communication skills. 

• Ability to handle a fast-paced environment and adapt to changing priorities. 

Schedule: 

• Monday – Friday 8:00 am - 5:00 pm  (Business Hours 7:30 am - 6:00 pm)

Benefits:

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

Schedule:

• 8-hour shift

PHYSICAL CHARACTERISTICS:

• May be subjected to long-periods of sitting or standing
• Able to work in open space floor plan
• Work alongside co-workers within 3 feet

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EOE

QUALIFICATIONS:

• Two years of relevant customer service experience in a high-volume call center
• Minimum 1+ year customer service leadership experience
• Excellent verbal and written communication skills with the ability to interact with internal and external customers
• Excellent organizational skills, including the ability to multi-task and prioritize workload
• Proficient computer skills, including Microsoft Office Suite
• Basic math skills
• Demonstrated phone and email skills
• Strong ability to build cooperative, interpersonal relationships to achieve shared goals
• Demonstrate to work well under pressure while maintaining professional standards
• Highly engaged, motivated to provide service excellence to both internal and external customers