Lead Contact Center Agent

Equity LifeStyle Properties, Inc.; Biloxi (MS); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) employer match

Paid vacations and holidays

Job summary

Equity LifeStyle Properties, Inc. in Biloxi, Mississippi is seeking a Lead Contact Center Agent to guide customer service representatives, manage escalations, and uphold service standards.

You will collaborate with cross-functional teams, monitor queues, maintain CRM records, and lead by example with exceptional communication.

Qualifications

• High school diploma or equivalent.
• 2-3 years of experience in a contact center environment.
• Leadership, mentoring, or coaching experience preferred.
• Ability to handle difficult customer interactions with professionalism and empathy.
• Dependable, adaptable in a fast-paced environment.
• Dedication to exceptional customer service.
• Excellent written and verbal communications skills.

Responsibilities

• Lead frontline contact center team and guide agents across inquiries via phone, email, chat, and other channels.
• Provide real-time guidance to center agents and assist supervisors with daily tasks when needed.
• Resolve escalated customer concerns and ensure timely, satisfactory resolutions.
• Maintain accurate CRM records and documentation.
• Collaborate with cross-functional teams to improve service delivery.
• Lead by example with exceptional customer service and professional communication.

Skills

Leadership

Empathy

Communication skills

Adaptability

Education

High school diploma

Tools

CRM systems

Job description

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career!

ELS is hiring for the position of Lead Contact Center Agent in Biloxi, Mississippi.

What you'll do:

The Lead Contact Center Agent serves as a frontline leader within the contact center, providing guidance, and support to customer service representatives while ensuring exceptional customer experiences. This role acts as a subject matter expert, assists with escalated customer concerns, and helps drive operational excellence through adherence to company policies, procedures, and service standards.

Your job will include:

• Handling customer interactions across phone, email, chat, and other communication channels.
• Providing real-time support and guidance to contact center agents.
• Assisting supervisors and managers with daily operational tasks when requested.
• Managing escalated customer concerns and ensuring timely resolution.
• Maintaining accurate records and documentation within customer relationship management (CRM) systems.
• Collaborating with cross-functional teams to address customer issues and improve service delivery.
• Acting as a point of contact when supervisors or managers are unavailable.
• Lead by example by delivering exceptional customer service and demonstrating professional communication skills.
• Support day-to-day call center operations and serve as a resource for team members.
• Assist agents in resolving complex customer inquiries, complaints, and escalations.
• Monitor call queues to help maintain service level goals.
• Promote a positive, collaborative, and customer-focused team environment.
• Identify process improvement opportunities and provide feedback to leadership.

Experience & skills you'll need:

• High school diploma, or the equivalent.
• 2-3 yearsof experience in a contact center environment.
• Previous leadership, mentoring, coaching, or team lead experience preferred.
• Ability to handle difficult customer interactions with professionalism and empathy.
• Dependable, adaptable, and capable of performing effectively in a fast-paced environment.
• Dedication to exceptional customer service.
• Excellent written and verbal communications skills.

In return for your excellent skills and abilities, we offer a comprehensive benefits package including:

• medical, dental, and vision plans
• a generous 401(k) employer match
• paid vacations, holidays, and sick time

As an Equal Opportunity Employer, we welcome and thank all applicants.