["Lead Customer Service Representative","Lead Customer Service Representative"]

In this role, you'll coach and support team members, handle customer escalations, monitor performance, and help ensure an excellent customer experience in a fast-paced environment. We're looking for an experienced Lead Customer Service Representative to oversee the daily operations of a customer service team.

Lead Customer Service Representative

Location: Jacksonville, FL
Pay: $31.25/hour
Schedule: Friday - Tuesday | 12:00 PM - 9:00 PM
Contract Length: 13 Weeks, contract to hire

Job Overview
We're looking for an experienced Lead Customer Service Representative to oversee the daily operations of a customer service team. In this role, you'll coach and support team members, handle customer escalations, monitor performance, and help ensure an excellent customer experience in a fast-paced environment.

Responsibilities

• Lead and supervise the daily activities of a customer service team.
• Coach, mentor, and develop team members to achieve performance goals.
• Monitor team productivity and maintain daily and weekly performance reports.
• Analyze team results and identify opportunities for improvement.
• Troubleshoot operational issues and provide solutions.
• Handle escalated customer concerns and ensure timely resolution.
• Serve as the main point of contact for complex customer issues.
• Complete required reports and communicate team performance.

Qualifications

Required:

• 4+ years of customer service experience, including troubleshooting complex customer issues.
• At least 1 year of team lead or supervisory experience.
• Proficiency with Microsoft Office (Word, Excel, and Outlook).

Preferred:

• Call center experience.
• Bilingual in English and Spanish.
• Strong problem-solving and customer service skills.
• Excellent organizational and multitasking abilities.
• Ability to work well under pressure and deliver outstanding customer service.

Category Code: JN003
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Seniority Level: Mid-Senior Level