Job Posting Title Lead Customer Service Representative

call Hero; BLOOMINGTON (MN); On-site; USD 30,000 - 33,000; Full time

Job summary

Hero is seeking a Customer Service Team Lead in Bloomington, MN for a full-time role that blends hands-on customer service with leadership of a CSR team. You will coach, QA, and develop reps, monitor workload, ensure process adherence, and maintain high customer experience across phone, email, text, and digital channels.

This role emphasizes building a positive, accountable culture with regular huddles and training, performance management, and incentives tied to team results.

Qualifications

• Strong coaching and interpersonal skills.
• Ability to coach, give feedback, and drive performance.
• Excellent written and verbal communication across channels.
• Ability to manage multiple systems and workflows.

Responsibilities

• Lead day-to-day CSR activities and monitor workload across channels.
• Provide QA reviews and ongoing coaching to team members.
• Document processes and ensure adherence to standards.
• Support onboarding and training of new Customer Service Representatives.
• Foster a positive, accountable team culture focused on customer experience.

Skills

Coaching

Communication

Multitasking

Process adherence

Team leadership

Technology proficiency

Education

Bachelor's degree (preferred)

Tools

CRM software

Ticketing tools

Job description

Overview

Customer Service Team Lead (CSR Team Lead)

Bloomington, MN | Full-Time

About the Role

Hero is seeking a Customer Service Team Lead to support daily contact center operations while providing leadership, coaching, and development to a team of Customer Service Representatives.

This is a working lead position, with responsibilities split approximately 25% hands-on Customer Service work and 75% Team Lead responsibilities. The Team Lead plays a critical role in ensuring the team delivers an exceptional customer experience while fostering a strong, positive, and performance-driven culture.

Key Responsibilities

Customer Service Execution (Approx. 25%)

• Handle customer interactions across phone, email, text, and digital channels with professionalism and efficiency
• Support scheduling, rescheduling, and customer inquiries while maintaining high accuracy
• Step in to assist with complex or escalated customer situations as needed
• Lead by example in delivering a consistently high-quality customer experience

Team Leadership & Daily Operations (Approx. 75%)

• Monitor team workload to ensure tasks are completed accurately and in a timely manner
• Ensure proper documentation and adherence to processes across all customer interactions
• Help manage workflow and support coverage to maintain productivity and service levels across all channels (calls, email, text)
• Act as a primary point of contact for team questions, guidance, and daily support

Coaching, QA & Performance Management

• Conduct regular quality assurance (QA) reviews of calls, written communications, and documentation
• Provide ongoing coaching, real-time feedback, and performance guidance to team members
• Reinforce expectations around customer experience, productivity, and accuracy
• Identify performance gaps and partner with leadership on development plans

Training & Development

• Assist in onboarding and training new Customer Service Representatives
• Lead or support team huddles, trainings, and communication of process updates
• Reinforce best practices and ensure consistency across the team
• Support the continuous development of team skills and capabilities

Culture & Team Engagement

• Foster a strong, positive, and accountable team culture focused on performance, customer experience, and collaboration
• Lead by example in professionalism, work ethic, and attitude
• Encourage open communication, teamwork, and mutual support
• Recognize and celebrate team and individual accomplishments
• Help create an environment where team members feel supported, motivated, and engaged

Qualifications

• Strong communication, coaching, and interpersonal skills
• High attention to detail and commitment to process adherence
• Strong technological proficiency and ability to navigate multiple systems effectively
• Demonstrated ability to learn and adapt quickly to new systems, tools, and workflows
• Ability to multitask and balance individual responsibilities with team leadership duties
• Strong organizational skills and ability to prioritize in a fast-paced environment
• High personal accountability and professional integrity

What Success Looks Like

• Team consistently meets quality, productivity, and documentation standards
• Strong and improving customer experience across all channels (including calls)
• Timely completion of team tasks and efficient workflow management
• Measurable improvement in individual CSR performance through coaching
• High team engagement and a consistently positive, accountable culture

Compensation & Incentives

• Competitive base compensation based on experience
• Performance-based incentives tied to team results, including quality, productivity, and customer experience metrics
• Opportunity to directly impact earnings through team performance and development

Why This Role Matters

The CSR Team Lead is essential to both day-to-day execution and team development. By balancing direct customer interaction with leadership responsibilities—and driving team performance—this role ensures operational success while building a strong, engaged, and high-performing team.

Posted Min Pay Rate

USD $22.00/Hr.

Posted Max Pay Rate

USD $24.00/Hr.