Customer Service Team Lead: Coaching & Escalations

Uline; Kenosha (WI); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401(k) with match

Bonus programs

Paid holidays

Tuition assistance

Cafe

On-site fitness center

Modern facilities

Job summary

Uline in Kenosha, WI is seeking a Customer Service Team Lead to coach and empower reps to deliver fast, friendly, customer-focused service. The role is on-site at 12355 Uline Way.

You will review interactions, provide coaching, run team meetings, handle escalations, and drive improvements. Applicants should have 3+ years in customer service and 2+ years in leadership; bachelor’s degree preferred.

Qualifications

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

Responsibilities

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

Skills

Leadership

Communication

Coaching

Customer Service

Education

High School diploma or equivalent

Bachelor’s degree preferred

Job description

Uline in Kenosha, WI is seeking a Customer Service Team Lead to coach and empower reps to deliver fast, friendly, customer-focused service. The role is on-site at 12355 Uline Way.

You will review interactions, provide coaching, run team meetings, handle escalations, and drive improvements. Applicants should have 3+ years in customer service and 2+ years in leadership; bachelor’s degree preferred.