Lead Customer Service Representative

CRG; Suffolk (VA); On-site; USD 28,000 - 29,000; Part time

Job summary

CRG in Suffolk, VA is seeking a Lead Customer Service Representative to supervise a team of customer service specialists, ensuring high-quality interactions and timely delivery of services. This is a 9-week contract with potential to go permanent, and the schedule runs Monday–Saturday 11am–8pm.

Pay rate is $20–$21 per hour. You will organize daily operations, coach staff, track performance, resolve escalated issues, and prepare team reports.

Qualifications

• 4+ years in a customer service role handling complex transactions.
• 1 year of experience leading a team.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Experience in a call center environment preferred.

Responsibilities

• Directly organize and supervise day-to-day customer service operations to hit KPIs.
• Coach and develop a high-performance team.
• Maintain daily and weekly metrics for direct reports.
• Troubleshoot operational problems and escalate as needed.
• Prepare team reports and provide guidance for issue resolution.

Skills

Customer service

Team leadership

Problem solving

Microsoft Office

Tools

Dispatch software

Job description

Our client, a leading transportation and logistics company, is seeking a Lead Customer Service Representative to join their team! 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. This person will lead and coach the 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.

Opportunity: 9-week contract (Potential to go permanent)

Schedule: Monday – Saturday 11am-8pm (Off Sundays and one additional day during the week)

Payrate: $20-$21/hour

Responsibilities

• Directly organize and supervise day-to-day operations and activities of a customer service team 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 report
• 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

• 4+ years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
• 1 year of Dispatch experience; routing, route monitoring, and working with delivery teams, etc.
• Experience with Microsoft Office (Word, Excel, & Outlook)
• Experience in a call center environment preferred