On-Site Customer Service Coach & Escalation Lead

Forward Air Corp.; Greeneville (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

Forward Air Corp. in Greeneville, Tennessee, is seeking a Customer Service Team Lead to provide real-time operational support, monitor queues, and coach the Customer Service team while handling a portion of complex customer contacts.

This on-site role focuses on maintaining service levels across phone, email, and chat and guiding CSR I-III in navigating systems and processes. This position emphasizes supporting quality, ensuring consistent execution, onboarding, and continuous process

Qualifications

• High school diploma or GED required.
• 3+ years of customer service in a high-volume center.
• Mastery of customer service systems and cross-platform navigation.
• Strong problem-solving and decision-making abilities with complex issues.
• Excellent verbal and written communication; able to coach peers.
• Ability to type 35+ wpm with high accuracy.
• Experience supporting training, quality monitoring, or process improvement.
• Discretion and confidentiality in handling sensitive information.
• Proficient with Windows, O365, and web conferencing tools.
• On-site work in a 100% on-site setting; travel as needed.

Responsibilities

• Monitor real-time contact queues across phone, email, and chat.
• Redistribute work to maintain response times and backlogs.
• Handle complex escalations with in-depth research and cross-team coordination.
• Provide daily coaching and guidance to CSR I-III team members.
• Conduct call monitoring and quality observations to reinforce standards.
• Support onboarding and ongoing training activities.
• Review accuracy of customer documentation and ensure policy compliance.
• Communicate workflow changes and priorities to the team.
• Assist with queue forecasting and staffing decisions.
• Maintain SOPs and knowledge resources.
• Identify trends in escalations and system issues and suggest improvements.
• Support peak volumes to maintain service levels.
• Model professional, customer-first behavior.
• Regular attendance and reliability.
• All other duties as assigned.

Skills

Customer service

Communication

Problem solving

Influence peers

Typing 35 wpm

Multitasking

Training support

Discretion

Platform navigation

Education

High school diploma or GED

Tools

Windows OS

MS Office 365

Web conferencing

Job description

Forward Air Corp. in Greeneville, Tennessee, is seeking a Customer Service Team Lead to provide real-time operational support, monitor queues, and coach the Customer Service team while handling a portion of complex customer contacts.

This on-site role focuses on maintaining service levels across phone, email, and chat and guiding CSR I-III in navigating systems and processes. This position emphasizes supporting quality, ensuring consistent execution, onboarding, and continuous process