Lead Contact Center Agent: Elevate Customer Experience

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

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.