Lead Customer Service Rep, Retail — Growth & Escalations

Block Communications, Inc.; New Albany (MS); On-site; USD 42,000 - 54,000; Full time

Job summary

Block Communications, Inc. in Mississippi (MaxxSouth Broadband) is seeking a Lead Customer Service Representative - Retail to guide daily customer interactions, mentor teammates, and resolve escalated issues. This role emphasizes coaching, reporting, and service excellence while promoting products and maintaining accurate records.

The ideal candidate will have a high school diploma, at least 1 year of customer service experience, and strong MS Office skills to support a fast-paced, local team.

Qualifications

• High school diploma or GED required.
• At least 1 year of customer service experience.
• Strong communication skills and ability to multitask.

Responsibilities

• Serve as the first point of contact for escalations and complex issues until resolution.
• Support customers via phone, email and other channels.
• Process customer interactions and maintain accurate records.
• Assist with coaching, training, and reporting initiatives.
• Partner with leadership to guide team members and improve processes.
• Promote company products and subscription options.
• Maintain documentation and CRM entries for interactions.

Skills

Customer service excellence

Verbal & written comms

Multitasking

Team collaboration

Education

High School Diploma or GED

Tools

MS Office

Job description

Block Communications, Inc. in Mississippi (MaxxSouth Broadband) is seeking a Lead Customer Service Representative - Retail to guide daily customer interactions, mentor teammates, and resolve escalated issues. This role emphasizes coaching, reporting, and service excellence while promoting products and maintaining accurate records.

The ideal candidate will have a high school diploma, at least 1 year of customer service experience, and strong MS Office skills to support a fast-paced, local team.