Customer Service Team Lead: Inspire Excellence and Growth

Telemetry Today LLC; Redlands (CA); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Health benefits

Vacation leave (80 hours)

12 paid holidays

401(k) plan

Job summary

Esri in Redlands, CA seeks a Customer Service Team Lead to guide a high-performing group of CSRs, fostering excellence and accountability. You’ll coach, set goals, and monitor performance to deliver outstanding customer experiences.

You’ll collaborate across product, sales, and support to streamline operations, tackle challenges, and drive continuous improvement, with a focus on customer satisfaction and team development.

Qualifications

• 5+ years of professional experience in a similar position.
• Demonstrated leadership capabilities with sound judgment and effective decision-making skills
• Strong customer-centric culture and team focus
• Flexibility to adapt work hours to meet business demands, including after-hours support
• Visa sponsorship is not available; authorized to work in the U.S.
• Bachelor’s degree in business or related field

Responsibilities

• Lead, mentor, and coach CSRs to meet performance goals and uphold service standards.
• Manage daily workflows, ensuring timely resolution of customer inquiries, order requests, and profile issues.
• Handle complex or escalated customer issues with professionalism and efficiency; serve as escalation point.
• Partner with internal departments to streamline processes and enhance the customer experience.
• Analyze service metrics, identify trends, and prepare detailed reports for senior management.

Skills

Leadership

Team management

Customer service

Communication

Education

Bachelor's degree in business or related field

Job description

Esri in Redlands, CA seeks a Customer Service Team Lead to guide a high-performing group of CSRs, fostering excellence and accountability. You’ll coach, set goals, and monitor performance to deliver outstanding customer experiences.

You’ll collaborate across product, sales, and support to streamline operations, tackle challenges, and drive continuous improvement, with a focus on customer satisfaction and team development.