Customer Service Lead: Hybrid Ops, Coaching & Escalations

Watts Water; Massachusetts; Híbrido; USD 70 000 - 95 000; Tempo integral

Resumo da oferta

Watts Water is seeking a Customer Service Lead in Massachusetts to oversee day-to-day customer service operations, mentor a team, and ensure high levels of customer satisfaction. The role balances hands-on support with coaching, process improvements, and cross-functional collaboration with internal departments.

The ideal candidate has 5+ years in high-volume customer service, strong leadership, and excellent communication skills. Hybrid work from the North Andover, MA office is offered.

Qualificações

• Requires 5+ years in a high-volume customer service environment.
• Experience leading or mentoring a team is preferred.
• Strong communication and relationship-building skills required.

Responsabilidades

• Lead and guide the Customer Service team, providing training and support on inquiries, order management, and resolution.
• Oversee daily operations, ensure accurate processing of sales orders, credits, and transactions.
• Serve as primary escalation point for complex issues, ensuring timely resolution and customer satisfaction.
• Monitor performance against SLAs and quality standards; drive process improvements.

Conhecimentos

Leadership

Customer service

Communication

Coaching

Problem-solving

Organizational skills

Time management

Formação académica

High School Diploma or equivalent

Associate's degree

Bachelor's degree

Ferramentas

ERP systems

CRM tools

MS Office

Descrição da oferta de emprego

Watts Water is seeking a Customer Service Lead in Massachusetts to oversee day-to-day customer service operations, mentor a team, and ensure high levels of customer satisfaction. The role balances hands-on support with coaching, process improvements, and cross-functional collaboration with internal departments.

The ideal candidate has 5+ years in high-volume customer service, strong leadership, and excellent communication skills. Hybrid work from the North Andover, MA office is offered.