Bilingual Customer Service Team Lead — Elevate Service

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

Benefits offered by this job

Health Insurance

401(k) with 6% employer match

Bonus programs

Paid holidays and generous PTO

Tuition Assistance Program

Job summary

Uline is seeking a Bilingual Customer Service Team Lead at the Kenosha Branch to coach and empower representatives for fast, friendly, customer-focused support. The role emphasizes product knowledge, policy adherence, and performance metrics to drive quality interactions.

The position requires 3+ years in customer service and 2+ years in a leadership role, with strong communication and bilingual English/Spanish proficiency. On-site work, with benefits and growth potential.

Qualifications

• High School diploma or equivalent is required or a higher degree is preferred.
• 3+ years of customer service experience.
• 2+ years of experience in a leadership / supervisory role preferred.
• Effective communication skills.
• Bilingual (English / Spanish) - Fluent in both verbal and written forms.

Responsibilities

• Coach and develop Bilingual Customer Service Representatives in all areas including 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 for increased success.
• Provide feedback to management on processes improvements that increase efficiency and customer satisfaction.
• Facilitate team meetings and one-on-one sessions to communicate policy updates, company information and provide training and coaching.
• Handle escalated customer issues and provide weekly support for customer interactions.

Skills

Bilingual English/Spanish

Leadership experience

Customer service

Education

High School diploma or equivalent

Bachelor's degree preferred

Job description

Uline is seeking a Bilingual Customer Service Team Lead at the Kenosha Branch to coach and empower representatives for fast, friendly, customer-focused support. The role emphasizes product knowledge, policy adherence, and performance metrics to drive quality interactions.

The position requires 3+ years in customer service and 2+ years in a leadership role, with strong communication and bilingual English/Spanish proficiency. On-site work, with benefits and growth potential.