Customer Service Team Lead — Coach, Optimize & Delight

Aventiv-Technologie; Louisville (KY); On-site; USD 55,000 - 75,000; Full time

Job summary

Aventiv Technologies in Louisville, KY, seeks a Supervisor - Customer Service Representative to lead a call center team, coach reps, and drive first-call resolution. You will oversee training, scheduling, and performance reporting to ensure service excellence.

The role requires strong leadership, experience with metrics, and collaboration across departments to implement process improvements. On-site position with competitive salary and benefits.

Qualifications

• High School Diploma or GED required.
• 5 years of customer service experience.
• 1 year supervision or management experience.
• Associates or Bachelor's degree preferred.
• Bilingual in English and Spanish preferred.

Responsibilities

• Supervise and develop Customer Service Representatives.
• Plan, prioritize, assign, supervise, and review workflow for timely, accurate info to customers.
• Issue instructions and assign duties to Customer Service Representatives.
• Perform quality audits to identify areas of opportunity within the team.
• Provide daily, weekly, and monthly status reports on employee performance.
• Review and approve timesheets.
• Respond to and resolve difficult customer inquiries and complaints.
• Serve as primary contact for process changes and system upgrades.
• Interview new hires when needed.
• Communicate with other departments to resolve problems.

Skills

Team leadership

Call metrics analysis

Customer service

Communication

Leadership

Education

High School Diploma or GED

Job description

Aventiv Technologies in Louisville, KY, seeks a Supervisor - Customer Service Representative to lead a call center team, coach reps, and drive first-call resolution. You will oversee training, scheduling, and performance reporting to ensure service excellence.

The role requires strong leadership, experience with metrics, and collaboration across departments to implement process improvements. On-site position with competitive salary and benefits.