Customer Service Lead

Culligan International; Northern (KY); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Job summary

Culligan International’s PurePlay unit is seeking a Customer Service Lead to drive day-to-day operations across phone, email, chat, and social channels. You will improve workflows, resolve escalations, and deliver high-quality service that strengthens loyalty and trust.

The role reports to leadership, coaches junior agents, and partners with Operations, Marketing, and IT to optimize performance. A strong CRM background and a customer-first mindset are essential.

Qualifications

• 4–6+ years of customer service, customer experience, ecommerce, or contact center experience.
• Experience as a team lead, supervisor, or informal people leader preferred.
• Strong experience with CRM and customer service platforms.
• Demonstrated ability to manage escalations, prioritize demands, and drive issue resolution.
• Strong communication, coaching, problem-solving, and organizational skills.
• Bachelor's degree preferred or equivalent work experience.

Responsibilities

• Support execution of customer service standards across all customer touchpoints.
• Monitor customer feedback, complaints, and service trends and elevate recurring issues.
• Help identify opportunities to reduce customer friction and improve satisfaction and retention.
• Promote a customer-first mindset across daily operations.
• Monitor service queues, response times, resolution times, backlog, and escalations.
• Support quality assurance efforts and service-level performance.
• Analyze service metrics and trends to identify opportunities for improved performance.
• Assist in resolving complex customer issues and escalations.
• Provide day-to-day guidance, coaching, and support to customer service representatives.
• Assist with onboarding, training, and knowledge-sharing activities.
• Reinforce performance expectations, accountability, and service excellence.
• Foster a positive, collaborative, and customer-focused team culture.
• Identify workflow inefficiencies and recommend process improvements.
• Support adoption and optimization of customer service platforms, CRM tools, and knowledge management systems.
• Partner with leadership to improve reporting, documentation, and operational visibility.
• Help drive initiatives that improve productivity, consistency, and customer outcomes
• Collaborate with Operations, Supply Chain, Marketing, Sales, Product, and IT teams to resolve customer-impacting issues.
• Share customer insights and service trends to support business improvement efforts.
• Support implementation of initiatives that enhance the overall customer experience.

Skills

Customer service

Customer experience

Coaching

Escalations management

Communication

Organizational skills

Education

Bachelor's degree

Tools

CRM software

Job description

Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA

Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA

Locations

Showing 1 location

Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA

Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA

+0 more locations

less locations

• Hybrid
• Customer Service
• Full-Time
• Requisition #: CUSTO008373

Description

Description: The Customer Service Lead is responsible for supporting the day-to-day execution of customer service operations across phone, email, chat, marketplace, social, and digital channels. This role helps ensure a consistent, high-quality customer experience while driving operational excellence, team performance, issue resolution, and continuous improvement. The Lead serves as a hands‑on partner to the service team, helping identify customer trends, address escalations, improve workflows, and deliver service outcomes that strengthen customer loyalty and trust.

Responsibilities

Customer Experience & Service Execution

• Support execution of customer service standards across all customer touchpoints.
• Monitor customer feedback, complaints, and service trends and elevate recurring issues.
• Help identify opportunities to reduce customer friction and improve satisfaction and retention.
• Promote a customer-first mindset across daily operations.

Operations & Performance

• Monitor service queues, response times, resolution times, backlog, and escalations.
• Support quality assurance efforts and service-level performance.
• Analyze service metrics and trends to identify opportunities for improved performance.
• Assist in resolving complex customer issues and escalations.

Team Coaching & Development

• Provide day-to-day guidance, coaching, and support to customer service representatives.
• Assist with onboarding, training, and knowledge-sharing activities.
• Reinforce performance expectations, accountability, and service excellence.
• Foster a positive, collaborative, and customer-focused team culture.

Process Improvement & Systems Support

• Identify workflow inefficiencies and recommend process improvements.
• Support adoption and optimization of customer service platforms, CRM tools, and knowledge management systems.
• Partner with leadership to improve reporting, documentation, and operational visibility.
• Help drive initiatives that improve productivity, consistency, and customer outcomes

Cross-Functional Partnership

• Collaborate with Operations, Supply Chain, Marketing, Sales, Product, and IT teams to resolve customer-impacting issues.
• Share customer insights and service trends to support business improvement efforts.
• Support implementation of initiatives that enhance the overall customer experience.

Qualifications

• 4–6+ years of customer service, customer experience, ecommerce, or contact center experience.
• Previous experience serving as a team lead, senior representative, supervisor, or informal people leader preferred.
• Strong experience with CRM and customer service platforms.
• Demonstrated ability to manage escalations, prioritize competing demands, and drive issue resolution.
• Strong communication, coaching, problem‑solving, and organizational skills.
• Bachelor's degree preferred or equivalent work experience.

About Us

The PurePlay business is a growing portfolio of purpose-driven water filtration brands and part of Culligan International, a private-equity held company based in Rosemont, Illinois.

Our PurePlay brands serve a shared mission: to make clean, great-tasting, and contaminant-free water accessible in every household.

• APEC Water is our flagship brand, widely trusted by professionals and discerning consumers alike for its uncompromising performance, rigorous engineering, and industry-leading reverse osmosis systems.
• Express Water brings bold design and modern simplicity to everyday households, delivering powerful water filtration in sleek, user-friendly formats—designed for DIY installers and first-time buyers alike.
• CuZn extends our professional-grade portfolio with performance-focused specialty filters, while
• Pure Blue delivers reliable, accessible solutions tailored for value-seeking families looking for high-quality hydration with minimal complexity.

Across the portfolio, we combine technical credibility with consumer-first thinking—creating products that are engineered to perform, built to last, and positioned to win in every channel.

Target Salary Range: $110,000 - $130,000 per year plus bonus. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including paid time off, health, dental, vision, life, disability benefits and 401(k).

Skills

Behaviors

Motivations

Education

Preferred

Bachelor of Science or better in Business or related field.

Experience

Required

4-6 years: customer service, customer experience, ecommerce, or contact center experience

Licenses & Certifications

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.