Lead Customer Service Representative

Lead Customer Service Representative

Our client, a leading transportation and logistics company, is seeking a Lead Customer Service Representative to join their team! This person will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.

Opportunity: 13-week contract

Schedule: Tuesday - Saturday 9:30am-6pm or Sunday - Thursday 9:30am-6pm

Location: Newnan, GA

Payrate: $26.44/hour

Responsibilities:

• Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
• Support the building and developing of an effective and high-performance team
• Maintain daily and weekly statistics for individual direct reports
• Analyze department results
• Troubleshoot operational problems
• Complete team reports as required
• Identify and analyze escalated problems and provides guidance to direct reports for resolution
• Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

Qualifications:

• 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
• Experience with Microsoft Office (Word, Excel, & Outlook)
• Experience in a call center environment
• Bilingual English/Spanish preferred
• Strong customer service skills and the ability to satisfactorily resolve issues

Category Code: JN003, JN037

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SeniorityLevel: Mid-Senior