Lead Contact Center Agent

Equity LifeStyle Properties; Biloxi (MS); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

401(k) match

Paid time off

Job summary

Equity LifeStyle Properties in Biloxi, Mississippi, seeks a Lead Contact Center Agent to guide operations across calls, email, and chat while delivering exceptional service.

You will mentor agents, handle escalations, ensure accurate CRM records, monitor queues, and partner with teams to improve service levels in a fast-paced environment. A results-driven communicator with 2–3 years in contact centers is preferred.

Qualifications

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

Responsibilities

• Handle customer interactions across phone, email, chat, and other channels.
• Provide real-time support and guidance to contact center agents.
• Assist supervisors and managers with daily operational tasks.
• Manage escalated customer concerns and ensure timely resolution.
• Maintain accurate CRM records and documentation.
• Collaborate with cross-functional teams to improve service delivery.
• Act as a point of contact when supervisors/managers are unavailable.
• Lead by example with exceptional customer service and professional communication.
• Support day-to-day call center operations and assist team members.
• Help agents resolve complex inquiries, complaints, and escalations.
• Monitor call queues to maintain service level goals.
• Foster a positive, collaborative, customer-focused environment.
• Identify process improvements and provide feedback to leadership.

Skills

Customer service

Leadership experience

Mentoring/coaching

Communication skills

CRM literacy

Problem solving

Team collaboration

Education

High school diploma

Tools

CRM software

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:

• 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 years of 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, and paid vacations, holidays, and sick time.

We invite you to visit our web site at www.equitylifestyleproperties.com for additional information regarding our exceptional resort communities.

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

Equity LifeStyle Properties (NYSE: ELS) is the leading operator of Manufactured Home Communities, RV Resorts and Campgrounds in North America. Our appealing properties, located in the most desirable regions of the country, offer a variety of homes and camping options to meet a wide range of customers' needs. ELS has a strong national presence with more than 400 communities and resorts in 32 states and British Columbia and a team of more than 4000 employees.