Lead Customer Service Representative - Walk In Center

TTEC; Cornholme; On-site; GBP 17,469 - 21,579; Full time

Job summary

TTEC is seeking a Lead Customer Service Representative to lead a team onsite in Portsmouth, Virginia. You’ll delegate tasks to CSRs, oversee daily operations, and ensure accurate record-keeping while guiding the team to deliver exceptional service.

The role emphasizes leadership, accountability, and a focus on KPI achievement, with a base wage starting at $17.50 per hour plus bonus opportunities and a comprehensive benefits package.

Qualifications

• High school diploma or equivalent.
• 6 months prior inventory & data entry experience or related experience preferred.
• Skilled in MS Office, spreadsheet, and processing programs.
• Data Entry skills (35 wpm)
• Dependable, accurate and detail oriented.

Responsibilities

• Delegate tasks to Customer Service Representatives, ensuring they handle scanning, communications, Quality Assurance, and cleaning tags effectively.
• Investigate patron accounts and handle complaints or escalations to provide accurate information and resolutions.
• Verify nightly deposits and update the Daily Reconciliation Spreadsheet, ensuring accuracy and understanding of inventory processes.
• Ensure Key Performance Indicator targets are met for the Walk‑In Center and maintain complete knowledge of all Customer Service Representative responsibilities.
• Display leadership qualities, set a good example for the team, and fully support the Supervisor.

Skills

Data entry

Customer service

Leadership

Education

High school diploma or equivalent

Tools

MS Office

Job description

Your potential has a place here with TTEC’s award‑winning employment experience. As a Lead Customer Service Representative working onsite, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United States says it all!

This position requires that you reside within 75 miles of Portsmouth, VA. If chosen for the position, you'll be assigned to work onsite on either 4010 Victory Blvd. Suite 150, Portsmouth, VA 23701, or at 1701‑C Church St. Norfolk, VA 23504.

What You’ll Be Doing

Do you have a passion for leading a team and ensuring operations run smoothly? You’ll have ownership over delegating tasks to CSRs, verifying nightly deposits, and maintaining accurate records. Whether it’s investigating patron accounts, resolving escalations with care, or ensuring KPI targets are met, you’ll be the difference between a team that’s simply functioning and one that’s thriving under strong leadership.

During a Typical Day, You’ll

• Delegate tasks to Customer Service Representatives, ensuring they handle scanning, communications, Quality Assurance, and cleaning tags effectively.
• Investigate patron accounts and handle complaints or escalations to provide accurate information and resolutions.
• Verify nightly deposits and update the Daily Reconciliation Spreadsheet, ensuring accuracy and understanding of inventory processes.
• Ensure Key Performance Indicator targets are met for the Walk‑In Center and maintain complete knowledge of all Customer Service Representative responsibilities.
• Display leadership qualities, set a good example for the team, and fully support the Supervisor.

What You Bring To The Role

• High school diploma or equivalent
• 6 months prior inventory & data entry experience or related experience preferred
• Skilled in MS Office, spreadsheet, and processing programs
• Data Entry skills (35 wpm)
• Dependable, accurate and detail oriented

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Base wage starting at $17.50 plus performance bonus opportunities
• A healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives

Primary Location: US‑VA‑Portsmouth

Job

Customer Care Representative

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different perspectives and you to bring value to the table in your unique way.