Customer Service Team Lead: Coaching & KPI Champion

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

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.