Customer Service Team Lead - Bilingual

Uline; Gurnee (IL); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401(k) with 6% employer match

Paid holidays and generous PTO

Tuition Assistance Program

Job summary

Uline, Kenosha Branch, seeks a Bilingual Customer Service Team Lead to coach bilingual reps, ensure high-quality interactions, and drive customer satisfaction. On-site role with strong growth potential in a stable, long-time employer.

Responsibilities include coaching, evaluating calls and emails, and leading trainings to maintain top service standards. Candidates should have leadership experience and bilingual proficiency in English and Spanish.

Qualifications

• Bilingual English/Spanish in verbal and written form.
• 3+ years of customer service experience.
• 2+ years in a leadership/supervisory role preferred.
• Strong communication skills.

Responsibilities

• Coach and develop bilingual agents on product knowledge, policies and metrics.
• Review interactions to evaluate quality and provide coaching.
• Offer feedback to management to improve processes and satisfaction.
• Lead team meetings and one-on-one trainings on policy updates.
• Handle escalated issues and provide weekly support.

Skills

Bilingual English/Spanish

Leadership

Customer service

Effective communication

Education

High School diploma or equivalent

Bachelor’s degree (preferred)

Job description

Pay from $33 to $38 per hour with significant growth and earning potential!

Kenosha Branch

12355 Uline Way, Kenosha, WI 53144

Leading the way with legendary customer service - at Uline! As a Bilingual Customer Service Team Lead, ensure our representatives are trained and empowered to be the ultimate problem solvers and deliver the fast, friendly and customer-focused experience our customers love.

Careers Packed with Potential. Backed by 45+ years of success, Uline offers opportunities to grow your career with stability you can count on.

Position Responsibilities

• Coach and develop Bilingual Customer Service Representatives in all areas including product knowledge, policies and procedures as well as performance metrics.
• Review phone, email and other customer interactions to evaluate quality, track results and provide coaching and performance reviews for increased success.
• Provide feedback to management on processes improvements that increase efficiency and customer satisfaction.
• Facilitate team meetings and one-on-one sessions to communicate policy updates, company information and provide training and coaching.
• Handle escalated customer issues and provide weekly support for customer interactions.

Minimum Requirements

• High School diploma or equivalent required. Bachelor’s degree preferred.
• 3+ years of customer service experience.
• 2+ years of experience in a leadership / supervisory role preferred.
• Effective communication skills.
• Bilingual (English / Spanish) - Fluent in both verbal and written forms.

Benefits

• Complete health insurance coverage and 401(k) with 6% employer match that starts day one!
• Multiple bonus programs.
• Paid holidays and generous paid time off.
• Tuition Assistance Program that covers professional continuing education.

Employee Perks

• Café featuring affordable daily meal options from local restaurants.
• On-site fitness center and beautifully maintained walking paths.
• Best-in-class, clean, modern facilities.

About Uline

Uline, a family-owned company, is North America's leading distributor of shipping, industrial, and packaging materials with over 9,800 employees across 14 locations. Uline is a drug-free workplace. All new hires must complete a pre-employment hair follicle drug screening. All positions are on-site.

EEO/AA Employer/Vet/Disabled

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Our employees make the difference and we are committed to offering exceptional benefits and perks! Explore https://www.uline.jobs/#working-here_blankUline.jobs to learn more!