Bilingual Customer Service Team Lead — Coach, Optimize CX

Uline

Waukegan (IL)

On-site

USD 45,000 - 52,000

Full time

37 hours ago

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Benefits offered by this job

Complete health insurance coverage

401(k) with 6% employer match starts 1

Tuition assistance program

Paid holidays and generous PTO

Job summary

Uline is seeking a Bilingual Customer Service Team Lead to coach and empower representatives for fast, friendly, customer-focused service at our Kenosha, WI location. This on-site role requires bilingual fluency and strong coaching abilities to elevate performance and satisfaction.

You will review interactions, provide coaching, and lead trainings while working to continuously improve efficiency and policy adherence. This leadership position offers growth potential and comprehensive benefits.

Qualifications

High School diploma or equivalent required or better.
3+ years of customer service experience.
2+ years of leadership/supervisory experience preferred.
Effective communication skills.
Bilingual English/Spanish required, both written and verbal.

Responsibilities

Coach and develop Bilingual Customer Service Representatives in product knowledge, policies and procedures as well as performance metrics.
Review phone, email and other customer interactions to evaluate quality, track results and provide coaching and performance reviews.
Provide feedback to management on processes to improve 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.