Senior Customer Service Team Lead - Elevate CX & Processes

Howden Group; Dallas, Northern (TX, KY); Hybrid; USD 54,000 - 58,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Unlimited PTO

401k with company match

Paid volunteer days

Job summary

DUAL North America, Inc. in Dallas, TX is seeking a Customer Service Team Lead to oversee daily CS operations, mentor staff, and drive initiatives for service improvements. The role emphasizes leadership, process optimization, and maintaining high customer satisfaction.

In-office position offering an hourly rate of $26.00–$28.00 and a strong focus on teamwork and project leadership. Candidates should have a high school diploma and several years in customer service.

Qualifications

• High school diploma or equivalent required.
• 3–5 years of customer service experience preferred.
• Proven leadership and supervisory skills.
• Excellent written and verbal communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.

Responsibilities

• Supervise and support the customer service team, ensuring efficient handling of inquiries and issues.
• Address and resolve complex and escalated customer inquiries and complaints.
• Mentor and train CSR 1 and CSR 2 team members, fostering a high-performing environment.
• Maintain accurate records of team interactions and performance metrics.
• Collaborate with other departments to improve service processes and protocols.
• Lead special projects and process-improvement initiatives.

Skills

Leadership

Communication

Problem-solving

Education

High school diploma or equivalent

Tools

Customer service software

Microsoft Office Suite

Job description

DUAL North America, Inc. in Dallas, TX is seeking a Customer Service Team Lead to oversee daily CS operations, mentor staff, and drive initiatives for service improvements. The role emphasizes leadership, process optimization, and maintaining high customer satisfaction.

In-office position offering an hourly rate of $26.00–$28.00 and a strong focus on teamwork and project leadership. Candidates should have a high school diploma and several years in customer service.