Customer Service Team Lead

Employee Relations Associates, Inc.; Richmond (VA); On-site; USD 17,000 - 29,000; Part time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Short-term disability

401(k)

Job summary

Employee Relations Associates, Inc. is seeking a Customer Service Team Lead in Richmond, VA. The role oversees the daily operations of a busy customer service team in a contract arrangement and involves hands-on leadership, coaching, and escalation management to ensure targets are met.

The ideal candidate has 4+ years in customer service with supervisory experience and strong skills in Excel, Word, and Outlook, plus an ability to thrive in fast-paced settings.

Qualifications

• 4+ years of customer service experience handling complex transactions.
• 1+ year of team lead or supervisory experience.
• Experience managing escalations.
• Microsoft Office proficiency (Excel, Word, Outlook).
• Strong organizational and problem-solving skills.

Responsibilities

• Supervise daily operations of a customer service team.
• Coach and develop representatives to meet quality and performance goals.
• Track daily and weekly performance statistics.
• Analyze team and department results.
• Troubleshoot operational issues.
• Serve as escalation point for complex customer concerns.
• Complete team reporting and documentation.
• Ensure timely resolution of customer transactions.

Skills

Customer service leadership

Coaching

Performance tracking

Problem solving

Organizational skills

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Job Title: Customer Service Team Lead
Location: Richmond, VA
Job Type: Contract
Max Pay Rate: $21.25/hr
Shift: Thursday – Monday | 5:30 AM – 2:00 PM

Role Overview

We are seeking an experienced Customer Service Team Lead to oversee daily operations of a customer service team in a fast-paced environment. This role is responsible for supervising team activities, coaching representatives, handling escalations, and ensuring performance metrics are met.

This is a hands-on leadership role requiring both customer service expertise and prior team lead experience.

Key Responsibilities

• Supervise daily operations of a customer service team
• Coach and develop representatives to meet quality and performance goals
• Track daily and weekly performance statistics
• Analyze team and department results
• Troubleshoot operational issues
• Serve as escalation point for complex customer concerns
• Complete team reporting and documentation
• Ensure timely resolution of customer transactions

Required Qualifications

• 4+ years of customer service experience handling complex transactions
• 1+ year of team lead or supervisory experience
• Experience managing escalations
• Microsoft Office proficiency (Excel, Word, Outlook)
• Strong organizational and problem-solving skills

Preferred Qualifications

• Call center environment experience
• Bilingual (English/Spanish)
• Experience managing KPIs or performance metrics
• Ability to thrive in high-pressure environments

• TalentBridge employees are eligible for many benefit offerings such as medical, dental, vision, life insurance, short term disability, 401(k) and holiday pay!