CSR Lead: Customer Service Team Mentor & Escalations

TurnPoint Services; Baton Rouge (LA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Paid parental leave

Paid time off

Company holidays

Life and disability insurance

Critical illness coverage

Pet insurance

Identity protection

Job summary

AccuTemp, part of TurnPoint Services, is seeking a Customer Service Representative Lead in Baton Rouge to oversee daily CSR operations and mentor the team. You will be the first escalation point for complex inquiries and collaborate with operations and sales to enhance the customer experience.

You will coach, monitor performance metrics, handle escalations, and help implement process improvements while ensuring adherence to company policies and service standards in a fast-paced environment.

Qualifications

• 3+ years of customer service experience.
• Strong communication, problem-solving, and conflict-resolution skills.
• Proven ability to coach, motivate, and develop team members.
• Experience with CRM or customer service software preferred.
• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.

Responsibilities

• Train and mentor a team of Customer Service Representatives to deliver high-quality support.
• Monitor performance metrics (response time, resolution rates, customer satisfaction scores) and provide coaching for improvement.
• Handle escalated customer issues efficiently and professionally.
• Assist in scheduling, workload management, and delegation of tasks across the CSR team.
• Collaborate with operations, sales, and service departments to streamline communication and resolve cross-functional issues.
• Identify trends in customer concerns and recommend improvements to policies, processes, and systems.
• Ensure compliance with company policies, service standards, and industry regulations.
• Support training of new CSR team members.
• Prepare reports for leadership on team performance, customer feedback, and service outcomes.

Skills

3+ years in customer service

strong communication

coaching & development

CRM experience

multi-priority management

Tools

CRM software

Job description

AccuTemp, part of TurnPoint Services, is seeking a Customer Service Representative Lead in Baton Rouge to oversee daily CSR operations and mentor the team. You will be the first escalation point for complex inquiries and collaborate with operations and sales to enhance the customer experience.

You will coach, monitor performance metrics, handle escalations, and help implement process improvements while ensuring adherence to company policies and service standards in a fast-paced environment.