Customer Care Lead | Beaverton, OR | Full-Time | On-Site
Pacific Office Automation is the largest independently owned document imaging and technology dealer in the nation. Since 1976, we have expanded to more than forty branches across eleven western states, including Oregon, Washington, California, Arizona, New Mexico, Nevada, Utah, Idaho, Colorado, Texas, and Hawaii. With over 40 years of success in office technology sales and service, we have built strong partnerships with leading manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and more.
At Pacific Office Automation, you?ll find a technology-driven company focused on growth, opportunity, and employee success. We are committed to developing long-term careers by providing ongoing training, professional development, and advancement opportunities. We believe every employee?s voice matters and strive to foster a collaborative, team-oriented environment where people can thrive.
Position
We are seeking a Customer Care Lead for our office in Beaverton, Oregon. This role will oversee and support a team of dispatchers responsible for coordinating service calls, managing customer communication, and ensuring efficient daily operations. Our ideal candidate is highly organized, customer-focused, and experienced in leading teams within fast-paced service or dispatch environments.
Essential Job Duties
Lead, coach, and support a team of dispatchers to ensure high-quality customer service and operational efficiency
Monitor daily workflow, call volume, and ticket activity to ensure service goals are met
Answer and assist with incoming customer support calls
Coordinate and schedule service calls for technicians
Create, monitor, and manage support tickets on behalf of customers
Identify, troubleshoot, and escalate customer issues appropriately to Help Desk or management teams
Provide guidance and training to dispatch staff on processes, systems, and customer service best practices
Maintain accurate documentation of customer interactions and service activity according to standard operating procedures
Communicate effectively with customers, technicians, sales representatives, and internal departments
Recognize trends in customer concerns or service issues and communicate findings to management
Assist with reporting, performance tracking, and maintaining departmental productivity standards
Support a positive team environment focused on accountability, collaboration, and continuous improvement
Qualifications
2+ years of dispatch, call center, or customer service coordination experience
Previous experience leading or mentoring a team preferred
Strong organizational skills with the ability to multitask in fast-paced environments
Excellent phone, verbal communication, and customer service skills
Experience using ticketing systems and dispatch/service management software
Experience with Unified Communications or business call handling systems preferred
Strong problem-solving and decision-making abilities
High attention to detail and ability to prioritize effectively
Proficiency with Microsoft Word, Excel, and other basic computer applications
Bi-lingual skills are a plus
Benefits
Advancement and growth opportunities into leadership and management roles
Collaborative, team-oriented work environment
Medical, Dental, Vision, and Life insurance plans
Matched 401(k)
PTO, Vacation, and Sick Leave
FSA program
Our Commitment to Diversity and Inclusion
Pacific Office Automation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender identity or expression, age, religion, veteran status, or any other characteristic protected by law. We value diversity and believe our differences make us stronger as a company and community.
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