Call Center Team Lead

Call Center Team Lead Overview We are hiring a Customer Service Representative (CSR) Team Lead to support a fast‑paced, high‑volume online textbook bookstore serving high schools nationwide. This role will balance hands‑on customer support with leadership responsibilities, overseeing a team of 10 CSRs. The ideal candidate is a strong communicator, detail‑oriented, and experienced in both customer service and team leadership. You'll play a key role in ensuring excellent customer experience while driving team performance and efficiency. Key Responsibilities Lead and support a team of 10 Customer Service Representatives, providing guidance, coaching, and day‑to‑day oversight. Respond to customer inquiries via phone, email, and instant messaging. Handle escalations and resolve complex customer issues with professionalism and empathy. Process orders, perform data entry, and ensure accuracy in order management systems. Communicate with schools, clients, and customers regarding products, orders, and service issues. Manage a high‑volume inbox (majority of the day focused on email communication). Conduct research to resolve customer concerns efficiently. Maintain detailed records of customer interactions and transactions. Support team performance by ensuring adherence to processes and quality standards. Assist with additional administrative or operational duties as needed. Daily Breakdown ~30% phone support (inbound/outbound calls) ~70% email communication, order processing, and research Required Qualifications 3+ years of customer service experience (call center or high‑volume environment preferred). 1+ year of experience in a team lead or supervisory role. Strong written and verbal communication skills. Proficiency with computers and data entry. Experience with Microsoft Office (Outlook, Word, Excel) and Google Workspace (Gmail, Google Drive). High attention to detail and strong organizational skills. Ability to multitask and work in a fast‑paced environment. Strong problem‑solving skills and a customer‑first mindset. Top Skills Customer Service Communication (Email & Phone) Computer/Data Entry Microsoft Office & Outlook What We're Looking For A proactive leader who can balance individual contribution with team oversight. Someone who is empathetic, solution‑oriented, and adaptable. A quick learner who thrives in a high‑volume, customer‑focused environment. Job Type & Location Contract to Hire position based out of Tempe, AZ. Pay and Benefits The pay range for this position is $22.00 – $22.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. Benefits (if eligible) may include: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, vacation, or sick leave) Workplace Type Fully onsite position in Tempe, AZ. Application Deadline This position is anticipated to close on Jul 10, 2026. Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. #J-18808-Ljbffr