Lead Customer Service Representative
Location: Suffolk, VA (Onsite)
Job Type: Contract
Max Pay Rate:$21/hr
Schedule: Monday–Saturday, one weekday off
Hours: 11:00 AM–8:00 PM EST
Interview: In-person
Potential: Contract-to-hire
Position Overview
We are seeking an experienced Lead Customer Service Representative to oversee daily customer service operations and support a team of customer service specialists. This role is ideal for someone with strong dispatch, routing, route monitoring, and delivery operations experience who can effectively lead a team while ensuring excellent customer service.
The successful candidate will have strong operational efficiency, time management, problem-solving, and leadership skills and will serve as an escalation point for complex customer issues.
Key Responsibilities
- Organize and supervise the day-to-day activities of a customer service team.
- Lead, coach, and support team members to achieve performance and service goals.
- Maintain daily and weekly performance statistics for direct reports.
- Analyze team and department results and identify opportunities for improvement.
- Troubleshoot operational and customer service issues.
- Monitor and support dispatch, routing, and delivery-related activities.
- Serve as an escalation point for complex customer issues and transactions.
- Provide guidance to team members on issue resolution and appropriate follow-up.
- Ensure timely resolution of customer concerns and maintain customer satisfaction.
- Complete required team and operational reports.
- Support the development of a high-performing customer service team.
- Promote operational efficiency while maintaining quality customer interactions.
Required Qualifications
- 4+ years of customer service experience, including troubleshooting and handling complex transactions.
- 1+ year of team lead or supervisory experience.
- 1+ year of dispatch experience, including routing, route monitoring, or working with delivery teams.
- Strong customer service and problem-solving skills.
- Excellent time management and organizational abilities.
- Ability to multitask and work effectively in a fast-paced environment.
- Proficiency with Microsoft Word, Excel, and Outlook.
- Ability to work independently and make sound decisions when handling escalated issues.
Preferred Qualifications
- Call center/customer contact center experience.
- Experience working with delivery or logistics teams.
- Strong operational efficiency and route coordination experience.
- Proven ability to coach and develop team members.
- Experience handling high-pressure customer situations