Shift Lead – Customer Service Rep

Jobtailor; Tempe (AZ); On-site; USD 42,000 - 56,000; Full time

Job summary

Jobtailor in Tempe, AZ seeks a Supervisor for the Customer Solutions Center to oversee CSR tasks, coach staff, and drive training initiatives. You will monitor call handling, dispatch, emails, and performance metrics while guiding new-hire onboarding and ongoing development.

The role emphasizes effective communication, adaptability to fast-paced changes, and a focus on delivering high-quality customer service under deadline pressure.

Qualifications

• High school diploma required.
• 2 to 3 years of customer service/call center experience.
• Professional, friendly demeanor with a customer-oriented attitude.
• Good communication and listening skills.
• Ability to thrive in an unpredictable environment.
• Ability to complete work accurately under deadline pressure.
• Ability to quickly make decisions with limited customer input.
• Demonstrated ability to manage telephone customer interactions.
• Ability to convey confidence while resolving customer issues.
• Critical thinking and problem-solving skills.
• Open to change and able to accept constructive criticism and responsibility.
• Demonstrated ability to organize and prioritize work to meet deadlines.

Responsibilities

• Support and assist supervisors in the Customer Solutions Center.
• Provide daily oversight and delegation of CSR critical tasks.
• Monitor web-based work order dispatch, telephone work order requests, alarm screens, customer email communication, and work order follow-up.
• Provide department training on workflows and processes in group or one-on-one settings.
• Take ownership of new-hire training success.
• Coach CSRs on proper processes and procedures.
• Provide CSR performance feedback for initial reviews, monthly scorecards, call monitoring forms, and annual performance reviews.
• Monitor CSR performance, call statistics, and critical daily tasks.
• Perform other duties as assigned.

Skills

Customer service

Training and development

Performance monitoring

Critical thinking

Problem solving

Communication skills

Listening skills

Organizational skills

Decision making

Adaptability

Education

High School Diploma

Job description

• Support and assist supervisors in the Customer Solutions Center
• Provide daily oversight and delegation of CSR critical tasks
• Monitor web-based work order dispatch, telephone work order requests, alarm screens, customer email communication, and work order follow-up
• Provide department training on workflows and processes in group or one-on-one settings
• Take ownership of new-hire training success
• Coach CSRs on proper processes and procedures
• Provide CSR performance feedback for initial reviews, monthly scorecards, call monitoring forms, and annual performance reviews
• Monitor CSR performance, call statistics, and critical daily tasks
• Perform other duties as assigned

Requirements

• High school diploma required
• 2 to 3 years of experience in a customer service/call center environment
• Professional, friendly demeanor with a customer-oriented attitude
• Good communication and listening skills
• Ability to thrive in an unpredictable environment
• Ability to complete work accurately under deadline pressure
• Ability to quickly make decisions with limited customer input
• Demonstrated ability to manage telephone customer interactions
• Ability to convey confidence while resolving customer issues
• Critical thinking and problem-solving skills
• Open to change and able to accept constructive criticism and responsibility
• Demonstrated ability to organize and prioritize work to meet deadlines

Core Competencies

Demonstrates strong customer service skills with a focus on training, performance monitoring, and effective communication. Capable of managing workflows and providing constructive feedback in a fast-paced call center environment.

Highest-signal resume keywords

• Customer Service Experience
• Training and Development
• Performance Monitoring
• Critical Thinking
• Problem-Solving

Soft Skills

• Good Communication Skills
• Listening Skills
• Customer-Oriented Attitude
• Ability to Thrive in Unpredictable Environments
• Organizational Skills

Certifications & Qualifications

• High School Diploma

Industry Keywords

• Customer Solutions Center
• Call Center Environment
• Work Order Dispatch
• Customer Email Communication
• CSR Performance Feedback