Customer Service Team Lead: Growth & Coaching (On-Site)

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

Benefits offered by this job

Café featuring affordable daily meal

On-site fitness center

Best-in-class facilities

Job summary

Uline in Kenosha is hiring a Customer Service Team Lead to coach representatives, ensure product knowledge, policy adherence and deliver the fast, friendly, customer-focused experience our customers love, with competitive hourly pay.

As part of the leadership team, you will review calls and emails, provide coaching and performance feedback, run team huddles and handle escalations, while supporting a culture of continuous improvement and employee growth.

Qualifications

• High School diploma or equivalent required.
• Bachelor’s degree preferred.
• 3+ years of customer service experience.
• 2+ years of leadership/supervisory experience preferred.
• Effective 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

Communication

Education

High School diploma

Bachelor’s degree

Job description

Uline in Kenosha is hiring a Customer Service Team Lead to coach representatives, ensure product knowledge, policy adherence and deliver the fast, friendly, customer-focused experience our customers love, with competitive hourly pay.

As part of the leadership team, you will review calls and emails, provide coaching and performance feedback, run team huddles and handle escalations, while supporting a culture of continuous improvement and employee growth.