Customer Service Team Lead

Customer Service Team Lead

At DUAL North America, our core values dictate how we live and work. We are a group with independence and people at its heart and we are a home for talent with a unique culture: the biggest small company in the world. The focus on being a People First business has always been at the very heart of the Group; Our vision was to create an independent business with a unique culture and one that would survive and thrive as a business controlled by the people working for it. And finding the most talented and entrepreneurial people to join the Group has been and will continue to be key.

DUAL North America, Inc. is seeking a Customer Service Team Lead.

Classification: Full-time, non-exempt

Reports to: Service Center Supervisor

Location: Dallas, TX, In-office

Hourly rate: $26.00/hr. -$28.00/hr.

Role overview

We are seeking a highly skilled and motivated Customer Service Team Lead to join our team. The CS Team Lead will oversee the customer service operations, lead/mentor team members, and ensure the highest level of customer satisfaction. Additionally, the CS Team Lead will spearhead special projects aimed at advancing the organization's goals and improving customer service processes.

Role responsibilities

• Supervise and support the customer service team, ensuring efficient and effective handling of customer inquiries and issues.
• Address and resolve complex and escalated customer inquiries and complaints.
• Mentor and train CSR 1 and CSR 2 team members, fostering a collaborative and high-performing team environment.
• Maintain accurate and comprehensive records of team member interactions.
• Collaborate with other departments to resolve customer issues and improve serve processes.
• Stay informed about industry trends, company policies, and regulatory changes.
• Identify opportunities for process improvements and lead team initiatives.
• Lead special projects aimed at advancing the organization's goals, such as developing new customer service protocols, implementing new technologies, or enhancing training programs.
• Monitor and report on team performance, providing feedback and implementing strategies for continuous improvement.

Key requirements

• High school diploma or equivalent.
• Minimum of 3-5 years of customer service experience.
• Proven leadership and supervisory skills.
• Excellent written and verbal communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using customer service software and Microsoft Office Suite.
• Ability to handle high-stress situations with professionalism and empathy.
• Demonstrated ability to work independently and as part of a team.
• Experience in leading special projects and process improvement initiatives is a plus.

What we offer: A career that you define. Yes, we offer all the usual rewards and benefits - including medical, dental, vision, a wide variety of wellbeing offers, competitive salary, unlimited PTO, 401k with company match, paid volunteer days and more.

We provide an environment where new ideas are encouraged and celebrated, where people who want to have a real hand in our success thrive. We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community.

EEO Statement: We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect. DUAL North America provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. DUAL will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.