Customer Service Lead

Customer Service Representative Lead

Road America is seeking a dedicated and enthusiastic Customer Service Representative Lead with a passion for motorsports and customer care. In this role, you will help ensure every guest and customer receives exceptional service by handling inquiries efficiently, overseeing customer service operations, and supporting the team with a positive, proactive approach.

Customer Service (Front Desk & Client Support)

• Provide exceptional customer service to customers via phone, email, chat, and in-person interactions.
• Respond to customer inquiries, triage issues, and escalate to the right teams.
• Manage customer escalations as the first-level manager
• Train new employees.
• Manage refund requests and tracker along with the Customer Service Manager
• Manage and process donation requests
• Responsible for Season Pass pick up

Office Management & Cleaning

• Maintain inventory of office supplies, kitchen/breakroom items, and cleaning materials, and order supplies when needed.
• Keep common areas tidy and presentable (reception, conference rooms, kitchen, supply closet).
• Perform light cleaning tasks daily (wipe surfaces, restock consumables, empty small bins); coordinate deep cleaning with janitorial vendors.
• Manage the part-time cleaning staff and fill in for cleaning when needed.
• Coordinate mail/shipping and courier pick-ups.
• Assist leadership with ad hoc projects and internal communications.

Supervisory Duties

• Oversee daily call center operations and ensure service level targets are met
• Monitor team performance through KPIs (call volume, talk time, sales, etc.)
• Coach, mentor, and develop team members to improve performance and engagement
• Conduct regular call monitoring and provide constructive feedback
• Handle escalated customer issues and provide resolution support
• Assist with scheduling, staffing, and workload distribution
• Train new hires and support ongoing employee development
• Report weekly and monthly call center performance.

Qualifications

• High school diploma or GED required.
• Previous leadership experience required.
• 35 years of experience in customer service and/or event organization.
• Proficiency with Microsoft Office Suite and strong computer skills.
• Excellent communication skills, both written and verbal.
• Ability to work under pressure and meet deadlines.
• Required to work weekends during the season.

Elkhart Lake's Road America, Inc.