Customer Service Team Lead — Lead & Improve (Unlimited PTO)

Howden Group Holdings; Dallas (TX); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

Dental and vision

401k match

Unlimited PTO

Volunteer days

Job summary

DUAL North America, Inc. is seeking a Customer Service Team Lead in Dallas, TX to oversee daily customer service operations, mentor team members, and ensure the highest level of customer satisfaction.

The role includes leading special projects to improve processes, coordinating with other departments, and reporting on team performance. Requirements include 3–5 years of CS experience, strong leadership, and excellent communication; position is in-office, full-time, with hourly pay of $26–$28.

Qualifications

• 3–5 years of customer service experience
• Proven leadership and supervisory skills
• Excellent written and verbal communication
• Proficiency with customer service software and MS Office
• Ability to handle high-stress situations with professionalism and empathy

Responsibilities

• Supervise and support the customer service team, ensuring efficient and effective handling of customer inquiries and issues.
• Address and resolve complex and escalated customer inquiries and complaints.
• Mentor and train CSR 1 and CSR 2 team members, fostering a collaborative and high-performing team environment.
• Maintain accurate and comprehensive records of team member interactions.
• Collaborate with other departments to resolve customer issues and improve service processes.
• Stay informed about industry trends, company policies, and regulatory changes.
• Identify opportunities for process improvements and lead team initiatives.
• Lead special projects aimed at advancing the organization’s goals, such as developing new customer service protocols, implementing new technologies, or enhancing training programs.
• Monitor and report on team performance, providing feedback and implementing strategies for continuous improvement.

Skills

Leadership

Customer service

Communication

Problem solving

Team mentoring

Education

High school diploma or equivalent

Tools

Customer service software

Microsoft Office

Job description

DUAL North America, Inc. is seeking a Customer Service Team Lead in Dallas, TX to oversee daily customer service operations, mentor team members, and ensure the highest level of customer satisfaction.

The role includes leading special projects to improve processes, coordinating with other departments, and reporting on team performance. Requirements include 3–5 years of CS experience, strong leadership, and excellent communication; position is in-office, full-time, with hourly pay of $26–$28.