Customer Service Lead
$30 per hourPrideStaff
Customer Service Lead (Temp-to-Hire)
Starting at $30/hr
About The Opportunity
A well-established manufacturing and distribution company is seeking a Customer Service Lead to support its Customer Service team and help drive operational excellence. This role provides leadership support, handles escalations, and ensures customers receive high-quality service and accurate order processing.
Responsibilities
- Team Support — Serve as a subject matter expert, assisting Customer Service Representatives with questions, processes, and escalations.
- Customer Interaction — Address customer inquiries, concerns, and requests with professionalism and empathy.
- Order Processing — Enter and manage orders, returns, and shipping updates using the company's ERP system.
- Issue Resolution — Handle escalated complaints, investigate issues, and ensure timely, effective resolutions.
- Cross-Functional Coordination — Collaborate with internal departments to meet customer needs and support daily operations.
- Performance & Reporting — Track customer data, maintain accurate records, and meet service metrics such as response time and resolution efficiency.
- Continuous Improvement — Participate in training, provide feedback on recurring issues, and contribute to initiatives that enhance customer satisfaction.
Skills & Qualifications
- Strong decision-making, communication, and interpersonal skills
- Ability to de-escalate conflict and resolve complex customer issues
- Professional phone etiquette and diplomacy
- Accurate documentation and data entry skills
- Ability to multitask, prioritize, and work under pressure
- Comfortable interacting with multiple departments and leadership levels
- Proficient in Microsoft Office Suite
- Goal-oriented with a continuous improvement mindset
Education & Experience
- Associate degree required; bachelor's degree preferred
- Minimum 4 years of customer service experience
- Experience as a lead, mentor, or subject matter expert preferred
- Inside sales experience a plus
- Bilingual (Spanish) a plus
Vacancy posted 1 day ago
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