Customer Service Team Lead

Job Description

Job Description

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

Preferred Skills

• Experience in e-commerce, retail, or education-related environments
• Familiarity with order management or CRM systems

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

This is a Contract position based out of Mesa, 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. If eligible, the benefits available for this temporary role may include the following:
• 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

This is a fully onsite position in Mesa,AZ.

Application Deadline

This position is anticipated to close on Jun 19, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.