Grade 1 Customer Service Team Lead

Bosch-HomeComfort; Wichita (KS); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health coverage

401(k) with matching

Generous PTO

Parental leave

Life and disability protection

Job summary

Bosch in Wichita, United States, seeks a Grade 1 Group Leader Direct to lead and inspire a team of customer service professionals, delivering exceptional service and driving group performance.

You will recruit, onboard, coach, and evaluate staff; manage scheduling and workflow; monitor metrics; and resolve escalated issues while collaborating with other departments to improve the customer experience and ensure adherence to policies.

Qualifications

• Proven leadership experience in customer service or direct service.
• Strong ability to motivate and inspire teams.
• Excellent customer service and communication skills.
• Experience with performance management and training.

Responsibilities

• Manage and motivate a team of customer service representatives to achieve targets.
• Oversee scheduling, workflow management, and resource allocation.
• Provide coaching, mentoring, and performance feedback.
• Analyze team performance metrics and implement improvements.
• Handle escalated customer issues with professionalism.
• Collaborate with other departments to enhance customer experience.

Skills

Leadership

Customer service

Communication

Problem solving

Time management

Mentoring

Performance mgmt

Hiring

Education

Leadership certifications

Bachelor's degree

Tools

Customer service software

Job description

Bosch in Wichita, United States, seeks a Grade 1 Group Leader Direct to lead and inspire a team of customer service professionals, delivering exceptional service and driving group performance.

You will recruit, onboard, coach, and evaluate staff; manage scheduling and workflow; monitor metrics; and resolve escalated issues while collaborating with other departments to improve the customer experience and ensure adherence to policies.