Lead Customer Service Rep

ManpowerGroup; Suffolk (VA); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical and Prescription Drug Plans

Dental Plan

Supplemental Life Insurance

Short Term Disability Insurance

401(k)

Job summary

ManpowerGroup, on behalf of a leading retail and logistics organization, seeks a Lead Customer Service Rep in Suffolk, VA. You will supervise daily customer service operations, coach a high‑performing team, and analyze performance metrics to drive service quality.

The ideal candidate has 4+ years in customer service, including 1+ year in a lead role, and strong MS Office skills. Shift is 11AM–8PM EST, Monday–Saturday, with potential for full‑time employment.

Qualifications

• At least 4 years of experience in a customer service role.
• Minimum 1 year in a team lead position.
• Experience with routing, route monitoring, and delivery teams.
• Proficiency in Word, Excel, Outlook.

Responsibilities

• Supervise and coordinate daily customer service operations to meet performance goals.
• Coach and mentor to develop a high-performance team.
• Maintain and analyze daily/weekly performance statistics for the team.
• Identify operational issues and troubleshoot to ensure smooth workflow.
• Serve as escalation point for complex customer issues and ensure satisfaction.

Skills

Leadership

Communication

Time management

Problem-solving

Tools

Microsoft Office

Job description

Our client, a leading organization in the retail and logistics industry, is seeking a dedicated Lead Customer Service Rep to join their team. As a Lead Customer Service Rep, you will be part of the Customer Support Department supporting delivery and operational teams. The ideal candidate will demonstrate strong leadership, excellent communication skills, and a proactive approach to problem-solving, which will align successfully in the organization.

Job Title: Lead Customer Service Rep

Location: Suffolk, VA

Pay Range: $20

Shift: 11AM to 8PM EST, Monday through Saturday with one day off per week

What's the Job?

• Supervise and coordinate daily customer service operations to meet performance goals
• Support the development of a high-performance team through coaching and mentorship
• Maintain and analyze daily and weekly performance statistics for team members
• Identify operational issues and troubleshoot to ensure smooth workflow
• Serve as a point of escalation for complex customer issues, ensuring timely resolution and customer satisfaction

What's Needed?

• At least 4 years of experience in a customer service role, with a minimum of 1 year in a team lead position
• Experience with routing, route monitoring, and working with delivery teams
• Proficiency in Microsoft Office applications (Word, Excel, Outlook)
• Strong time management and operational efficiency skills
• Ability to handle complex transactions and troubleshoot operational problems effectively

What's in it for me?

• Opportunity to work at a prominent Home Depot site in a dynamic environment
• Potential for full-time employment for the right candidate
• Supportive team environment focused on growth and development
• Engagement in meaningful work that impacts customer satisfaction
• Chance to advance your career within a forward-thinking organization

Upon completion of waiting period associates are eligible for:

• Medical and Prescription Drug Plans
• Dental Plan
• Supplemental Life Insurance
• Short Term Disability Insurance
• 401(k)

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.