Evening Customer Service Shift Lead — Multi-Channel

Nellis Auction; Las Vegas (NV); On-site; USD 45,000 - 55,000; Full time

Job summary

Nellis Auction in Las Vegas, NV seeks a Customer Service Shift Supervisor to oversee nightly multi-channel support (call center, email, chat) and assist the Customer Service Manager. You will monitor KPIs, support training, and ensure service standards are met across shifts.

Leading the team in the manager’s absence, you’ll handle scheduling, agent development, and discreet handling of sensitive customer issues while collaborating with other departments to maintain smooth operations.

Qualifications

• High school diploma or equivalent; associate or bachelor’s preferred.
• 2+ years in customer service, with some leadership experience.
• Familiarity with call center operations and multi-channel platforms.
• Strong problem-solving and organizational skills.
• Excellent interpersonal and communication abilities.
• Ability to handle sensitive issues discreetly.

Responsibilities

• Team Support: Oversee daily operations of the customer service team and ensure performance standards.
• Leadership Coverage: Serve as lead contact in the manager’s absence and maintain consistency.
• Performance Monitoring: Track KPIs like wait time and service level to identify improvements.
• Agent Development: Support training and onboarding of new agents.
• Scheduling: Assist in creating and maintaining team schedules across channels.
• Sensitive Issue Resolution: Address credit card disputes and account issues with discretion.
• Collaboration: Work with other departments to align customer service initiatives.
• Process Continuity: Ensure workflows stay consistent during manager’s absence.

Skills

Leadership

Customer service

Call center operations

Communication skills

Problem solving

Discretion

Education

High school diploma or equivalent

Associate degree

Bachelor’s degree

Job description

Nellis Auction in Las Vegas, NV seeks a Customer Service Shift Supervisor to oversee nightly multi-channel support (call center, email, chat) and assist the Customer Service Manager. You will monitor KPIs, support training, and ensure service standards are met across shifts.

Leading the team in the manager’s absence, you’ll handle scheduling, agent development, and discreet handling of sensitive customer issues while collaborating with other departments to maintain smooth operations.