Customer Service Coach & Escalations Specialist

Forward Air Corp.; Greeneville (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

Forward Air Corp. in Greeneville, TN, is seeking a Customer Service Team Lead to provide real-time operational support, monitor queues across phone, email, and chat, and coach CSR I-III while handling a portion of complex customer contacts.

You will monitor workloads, maintain service levels, and serve as an escalation point for challenging issues. This on-site role requires strong leadership, training support, and adherence to SOPs.

Qualifications

• High school diploma or GED required.
• 3+ years of customer service experience, preferably in high-volume contact center or logistics.
• Strong problem-solving and decision-making capabilities with complex escalations.
• Excellent verbal and written communication with ability to coach and provide clear feedback.
• Ability to navigate multiple platforms and applications simultaneously.
• Experience supporting training, quality monitoring, or process improvement is preferred.

Responsibilities

• Monitor real-time contact queues across phone, email, and chat to maintain coverage and service levels.
• Reassign or redistribute work to support response times and backlogs.
• Serve as first point of contact for complex escalations; conduct in-depth research and coordinate with internal teams.
• Provide daily coaching and guidance to CSR I-III team members.
• Conduct call monitoring and quality observations to reinforce standards.
• Support onboarding and ongoing training; assist with SOP/document updates.
• Review and validate accuracy of customer documentation and ensure policy compliance.
• Communicate workflow changes and priorities to the team with Supervisor/Manager.
• Assist with queue forecasting and daily staffing adjustments.
• Model professionalism and customer-first mindset; maintain dependable attendance.
• All other duties as assigned.

Skills

Customer service leadership

Communication skills

Coaching

Problem solving

Multitasking

Team coordination

Education

High school diploma or GED

Tools

Microsoft 365

Teams

Web conferencing

Windows OS

Job description

Forward Air Corp. in Greeneville, TN, is seeking a Customer Service Team Lead to provide real-time operational support, monitor queues across phone, email, and chat, and coach CSR I-III while handling a portion of complex customer contacts.

You will monitor workloads, maintain service levels, and serve as an escalation point for challenging issues. This on-site role requires strong leadership, training support, and adherence to SOPs.