Customer Service Team Lead - Mentor & Improve CX (Dallas)

hyperiongrp; Dallas (TX); On-site; USD 54,000 - 58,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Unlimited PTO

401k with match

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 drive continuous improvement in service delivery.

The role reports to the Service Center Supervisor and requires 3–5 years in customer service, proven leadership, and proficiency with customer service software and Microsoft Office. We offer a competitive $26–$28/hour, full-time, in-office position with benefits and opportunities to lead special

Qualifications

• Minimum 3–5 years of customer service experience.
• Proven leadership and supervisory skills.
• Excellent written and verbal communication and interpersonal skills.
• Proficiency with customer service software and Microsoft Office.
• Ability to handle high-stress situations professionally and empathetically.
• Experience leading special projects and process improvements is a plus.

Responsibilities

• Supervise and support the customer service team, ensuring efficient handling of inquiries and issues.
• Address and resolve complex and escalated inquiries and complaints.
• Mentor and train CSR 1 and CSR 2 team members.
• Maintain accurate records of team member interactions.
• Collaborate with other departments to resolve customer issues and improve processes.
• Stay informed about industry trends, company policies, and regulatory changes.
• Identify opportunities for process improvements and lead team initiatives.
• Lead special projects to advance organizational goals, such as new protocols, technologies, or training programs.
• Monitor and report on team performance and drive continuous improvement.

Skills

Leadership

Customer service

Mentoring

Communication

Problem-solving

Attention to detail

Team collaboration

Education

High school diploma or equivalent

Tools

Customer service software

Microsoft Office Suite

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 drive continuous improvement in service delivery.

The role reports to the Service Center Supervisor and requires 3–5 years in customer service, proven leadership, and proficiency with customer service software and Microsoft Office. We offer a competitive $26–$28/hour, full-time, in-office position with benefits and opportunities to lead special