Lead Customer Service Rep

CRG; Suffolk (VA); On-site; USD 22,730 - 32,373; Full time

Job summary

A leading customer service company in Suffolk, Virginia, is seeking a Lead Customer Service Rep to supervise daily operations and ensure superior service delivery to online customers. You’ll lead a team to resolve complex issues, track performance metrics, and foster a high-performance environment. Ideal candidates will have at least 4 years of customer service experience, including team leadership, along with strong multitasking and organizational abilities. Join us to grow your career in a dynamic team-driven environment.

Qualifications

• 4+ years of experience in a customer service role with 1 year of team lead experience.
• Experience troubleshooting complex transactions.

Responsibilities

• Organize and supervise day-to-day operations of a customer service team.
• Support the building of an effective and high-performance team.
• Maintain daily and weekly statistics for team performance.

Skills

Customer service skills

Multitasking

Organizational skills

Tools

Microsoft Office

Job description

Monday - Friday (Saturday work may be needed)

Pay Rate: $20.00/hr

Job Description

As a Lead, Customer Service Rep you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. In this role, you’ll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers. We’re a company where you can continually advance your career, no matter what your background — the opportunities are endless and yours for the taking. If you’re driven and looking for a place to grow, come join us.

Responsibilities

What your day-to-day will look like:

• Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
• Support the building and developing of an effective and high-performance team
• Maintain daily and weekly statistics for individual direct reports
• Troubleshoot operational problems
• Complete team reports as required
• Identify and analyze escalated problems and provides guidance to direct reports for resolution
• Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

Qualifications

What you’ll need to excel:

At a Minimum, You’ll Need

• 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
• Experience with Microsoft Office (Word, Excel, & Outlook)

It’d Be Great If You Also Have

• Experience in a call center environment
• Strong customer service skills and the ability to satisfactorily resolve issues
• Solid ability to multitask with exceptional organizational skills
• Ability to thrive under pressure while delivering solutions that exceed customer expectations