Customer Service Lead

Job Details

Job Location: Basin Disposal Commercial - PASCO, WA

Position Type: On-Site

Education Level: High School

Salary Range: $28.23 - $33.02 Hourly

Travel Percentage: None

Job Shift: Day

Job Category: Customer Service

Customer Service Lead

Customer Service Lead

Job Summary

We are seeking an experienced and motivated Customer Service Lead to oversee daily operations and support our team of customer service representatives. In this role, you will ensure high-quality customer interactions, monitor performance metrics, and provide leadership and guidance to drive team success. If you thrive in a fast-paced environment and are passionate about delivering excellent customer service, we'd love to hear from you.

Key Responsibilities

• Supervise, mentor, and motivate a team of customer service representatives to achieve individual and team performance goals.
• Monitor and evaluate inbound and outbound call quality, ensuring adherence to company policies and procedures.
• Provide regular feedback and training to team members to enhance their skills and performance.
• Handle escalated customer concerns and resolve complex issues promptly and professionally.
• Collaborate with management to set team goals, identify improvement areas, and implement process enhancements.
• Analyze performance metrics to identify trends and opportunities for improvement.
• Maintain schedules to ensure adequate staffing and coverage during peak times.
• Develop and maintain a positive and supportive work environment that fosters team morale and engagement.
• Participate in recruiting, onboarding, and training new team members.
• Prepare and present performance reports to management and stakeholders.
  
  

Qualifications

• High school diploma or equivalent.
• Proven experience as a call center supervisor, team lead, or similar role.
• Strong understanding of call center operations and customer service best practices.
• Proficient in call center software, CRM systems, and Microsoft Office Suite.
• Excellent leadership and interpersonal skills with the ability to inspire and engage team members.
• Strong problem-solving and decision-making abilities.
• Exceptional verbal and written communication skills.
• Ability to handle a fast-paced environment and adapt to changing priorities.
  
  

Schedule

• Monday - Friday 8:00 am - 5:00 pm (Business Hours 7:30 am - 6:00 pm)
  
  

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• Paid time off
  
  

Schedule

• 8-hour shift
  
  

PHYSICAL CHARACTERISTICS

• May be subjected to long-periods of sitting or standing
• Able to work in open space floor plan
• Work alongside co-workers within 3 feet
  
  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EOE

Qualifications

QUALIFICATIONS

• Two years of relevant customer service experience in a high-volume call center
• Minimum 1+ year customer service leadership experience
• Excellent verbal and written communication skills with the ability to interact with internal and external customers
• Excellent organizational skills, including the ability to multi-task and prioritize workload
• Proficient computer skills, including Microsoft Office Suite
• Basic math skills
• Demonstrated phone and email skills
• Strong ability to build cooperative, interpersonal relationships to achieve shared goals
• Demonstrate to work well under pressure while maintaining professional standards
• Highly engaged, motivated to provide service excellence to both internal and external customers