Customer Service Team Lead (Grade 1) — Inspire & Drive Results

SmartRecruiters, Inc.; Park City (KS); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Premium health coverage

401(k) with matching

Financial planning resources

Paid time off

Parental leave

Life and disability protection

Job summary

Bosch in Wichita, Kansas is seeking a dynamic Grade 1 Group Leader Direct to lead a customer service team, drive service quality, and inspire peak performance.

You will coach, schedule, monitor metrics, handle escalations, and collaborate with across‑functional teams to enhance the customer experience while ensuring compliance and ongoing development of team members.

Indefinite U.S. work authorization and safety/compliance responsibilities are emphasized as part of the role.

Qualifications

• Proven experience in a leadership role, preferably in a customer service or direct service environment.
• Strong leadership skills with the ability to motivate and inspire team members.
• Excellent customer service skills and a deep understanding of customer service best practices.
• Outstanding communication and interpersonal skills.
• Demonstrated problem-solving abilities and decisive decision-making capabilities.
• Strong organizational and time management skills.
• Proficiency in performance management and team development.
• Experience with customer service software and tool.
• Leadership or customer service management certifications (preferred).
• Ability to work flexible hours, including evenings and weekends, as required.

Responsibilities

• Manage and motivate a team of customer service representatives to achieve individual and group targets.
• Oversee daily operations, including scheduling, workflow management, and resource allocation.
• Provide coaching, mentoring, and performance feedback to team members.
• Analyze team performance metrics and implement strategies for continuous improvement.
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Collaborate with other departments to enhance customer experience and streamline processes.
• Ensure compliance with company policies, procedures, and industry regulations.
• Identify and implement training initiatives to enhance team skills and knowledge.
• Participate in hiring, onboarding, and ongoing development of team members.

Skills

Leadership

Customer service

Communication

Performance management

Coaching

Scheduling

Team development

Problem solving

Tools

CRM software

Job description

Bosch in Wichita, Kansas is seeking a dynamic Grade 1 Group Leader Direct to lead a customer service team, drive service quality, and inspire peak performance.

You will coach, schedule, monitor metrics, handle escalations, and collaborate with across‑functional teams to enhance the customer experience while ensuring compliance and ongoing development of team members.

Indefinite U.S. work authorization and safety/compliance responsibilities are emphasized as part of the role.