Customer Service Specialist

Customer Service- Team Lead Position Summary: The Team Lead CSR is responsible for overseeing daily customer service operations, supporting CSR team members, and ensuring high-quality customer interactions. This role serves as the first point of escalation for customer concerns while driving team performance, productivity, and service excellence. The ideal candidate is a strong communicator with leadership experience and a customer-focused mindset. Key Responsibilities: Mentor, train and support a team of Customer Service Representatives to achieve performance goals and service standards Monitor daily operations including call handling, email support, ticket resolution, and response times Provide coaching, mentoring, and ongoing training to team members Handle escalated customer inquiries and resolve complex issues professionally and efficiently Conduct quality assurance reviews and provide constructive feedback to improve performance Collaborate with management to implement process improvements and enhance customer experience Maintain accurate customer records and ensure compliance with company policies and procedures Support Onboarding and training of new customer service staff Prepare reports and communicate team performance updates to leadership Qualifications: Bachelor's degree preferred or equivalent work experience 5+ years of customer service experience Prior leadership or supervisory experience preferred Strong communication, interpersonal, and conflict resolution skills Ability to multitask and work in a fast-paced environment Proficiency with CRM systems, Microsoft Office Suite, and customer support tools Strong problem-solving and decision-making abilities Detail-oriented with excellent organizational skills Preferred Skills: Experience in call center, retail, or service industry environments Ability to motivate teams effectively Strong analytical and reporting capabilities Customer-first mindset with a focus on service excellence Work Environment: 100% onsite role Flexible schedule availability may be required as per business requirements. Compensation & Benefits: Competitive salary Paid time off and holidays Professional development and growth opportunities