Client Services Coach & Operations Lead

Main Street; Birmingham (AL); On-site; USD 40,000 - 60,000; Full time

Job summary

Main Street in Birmingham, AL seeks a Client Services Supervisor to lead daily operations, guide the CS team, and ensure reliable, personable service.

You will monitor performance, coordinate schedules, handle escalations, and partner with leadership to drive training and process improvements.

Preferred candidates have a Bachelor’s degree or 5+ years in customer service, with strong communication and Microsoft Office proficiency.

Qualifications

• Bachelor’s Degree preferred or 5+ years Customer Service experience, preferably in a B2B environment.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Possess a passion for customer service.
• Demonstrated ability to guide and support team members in a fast-paced environment.
• Ability to manage customer expectations, establish credibility, and build rapport with customers.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple requests with a high sense of urgency while staying calm.
• Strong teamwork and collaboration skills, with willingness to support the team.

Responsibilities

• Act as Tier I floor support and be available and helpful to the CS team.
• Create and distribute daily CS schedule and adjust shifts as needed.
• Ensure adequate phone coverage and delegate tasks and shifts.
• Complete monthly phone call evaluations.
• Maintain in-depth knowledge of Main Street systems and processes.
• Monitor CS compliance with department and company policies.
• Identify issue trends and recommend process improvements and CS training.
• Assist in planning and leading CS meetings, trainings, and events.
• Demonstrate urgency when responding to escalated client calls.
• Research client complaints and assist in resolution and communication.
• Serve as a backup for onboarding and case verification.
• Act as IT Liaison, vetting CS tickets before IT submission.
• Follow through on commitments and projects, delivering on time.
• Show investment in team success by setting clear expectations and building rapport.
• Be reliable, responsive, and personable to internal and external clients.

Skills

Customer service

Leadership

Communication

Team collaboration

Time management

Education

Bachelor’s degree preferred

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Main Street in Birmingham, AL seeks a Client Services Supervisor to lead daily operations, guide the CS team, and ensure reliable, personable service.

You will monitor performance, coordinate schedules, handle escalations, and partner with leadership to drive training and process improvements.

Preferred candidates have a Bachelor’s degree or 5+ years in customer service, with strong communication and Microsoft Office proficiency.