Customer Service Team Lead - Coach, Grow & Elevate Support

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

Benefits offered by this job

Health insurance

401(k) with 6% employer match

Performance bonus programs

Paid holidays and generous PTO

Tuition Assistance Program

Job summary

Uline in Kenosha, WI is seeking a Customer Service Team Lead to coach representatives, ensure product knowledge, and deliver fast, friendly, customer-focused support at our Kenosha branch.

You will review interactions, provide coaching and performance reviews, and communicate policy updates while facilitating training. This on-site role offers significant growth and a comprehensive benefits package, including health insurance and a 401(k) matching program.

Qualifications

• High School diploma or equivalent; Bachelor's degree preferred.
• Minimum 3+ years of customer service experience.
• Minimum 2+ years in a leadership/supervisory role.
• Excellent communication skills.

Responsibilities

• Coach and develop 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.

Skills

Customer service

Leadership

Coaching

Communication

Education

High School diploma or equivalent

Bachelor’s degree

Job description

Uline in Kenosha, WI is seeking a Customer Service Team Lead to coach representatives, ensure product knowledge, and deliver fast, friendly, customer-focused support at our Kenosha branch.

You will review interactions, provide coaching and performance reviews, and communicate policy updates while facilitating training. This on-site role offers significant growth and a comprehensive benefits package, including health insurance and a 401(k) matching program.