Lead Customer Service Representative
Talent Bridge
Lead Customer Service Representative
We are seeking an experienced Lead Customer Service Representative to oversee the daily operations of a customer service team in a fast-paced logistics environment. This role is responsible for coaching team members, resolving escalated customer issues, analyzing operational performance, and ensuring exceptional service delivery while meeting key performance objectives.
The ideal candidate has a strong background in customer service, experience leading or mentoring teams, and the ability to thrive in a dynamic, customer-focused environment.
Key Responsibilities
- Supervise and coordinate the day-to-day activities of a customer service team.
- Coach, mentor, and support team members to achieve individual and team performance goals.
- Monitor productivity, quality, and service metrics.
- Maintain daily and weekly team performance reports.
- Analyze operational results and identify opportunities for improvement.
- Resolve complex customer issues and serve as the primary escalation point.
- Troubleshoot operational challenges and implement effective solutions.
- Ensure timely follow-up on customer inquiries and escalations.
- Foster a positive, collaborative, and high-performing team environment.
- Utilize Microsoft Office tools to prepare reports and track operational performance.
Required Qualifications
- Minimum 4 years of customer service experience, including troubleshooting complex customer issues.
- Minimum 1 year of team lead, supervisor, or leadership experience.
- Strong problem-solving and decision-making skills.
- Excellent verbal and written communication skills.
- Proficiency with Microsoft Word, Excel, and Outlook.
- Ability to multitask and prioritize work in a fast-paced environment.
Preferred Qualifications
- Experience in a call center or contact center environment.
- Bilingual English/Spanish.
- Experience supervising customer service teams in logistics, transportation, or distribution.
- Strong coaching and performance management skills.
Vacancy posted 2 days ago
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