Bilingual CS Team Lead — Coach, Escalations & Growth

Uline; Waukegan (IL); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401(k) with 6% match

Bonus programs

Paid holidays & PTO

Tuition Assistance

Job summary

Uline is seeking a Bilingual Customer Service Team Lead at our Kenosha, WI location. You will coach and develop reps, oversee quality, and ensure fast, friendly customer service while maintaining policy compliance.

The role requires at least 3 years in customer service, leadership experience, and fluency in English and Spanish. On-site position with competitive hourly pay from 33 to 38 dollars plus growth opportunities.

Qualifications

• Minimum requirements include a High School diploma or equivalent.
• 3+ years of customer service experience.
• 2+ years in a leadership/supervisory role preferred.
• Bilingual (English/Spanish) with fluent Verbal and written skills.

Responsibilities

• Coach and develop Bilingual Customer Service Representatives in product knowledge, policies and procedures, and performance metrics.
• Review phone, email and other interactions to evaluate quality, track results and provide coaching and performance reviews.
• Provide feedback to management on process improvements to increase efficiency and customer satisfaction.
• Facilitate team meetings and one-on-one sessions to communicate policy updates and training.
• Handle escalated customer issues and provide weekly support for customer interactions.

Skills

Leadership

Bilingual English/Spanish

Customer Service

Coaching

Education

High School Diploma

Bachelor's degree preferred

Job description

Uline is seeking a Bilingual Customer Service Team Lead at our Kenosha, WI location. You will coach and develop reps, oversee quality, and ensure fast, friendly customer service while maintaining policy compliance.

The role requires at least 3 years in customer service, leadership experience, and fluency in English and Spanish. On-site position with competitive hourly pay from 33 to 38 dollars plus growth opportunities.