Lead Customer Service Representative

Lead Customer Service Representative

Location: Port St. Lucie, FL 34987

Pay Rate: $17.00-$19.00/hour

Employment Type: Short-Term Contract - Approximately 1-2 months with possible extension

Schedule: 8:00 AM-5:00 PM

Position Summary

A leading logistics company is seeking a Lead Customer Service Representative for a short-term contract opportunity in Port St. Lucie, FL.

This position will help oversee the daily activities of a customer service team while ensuring a high level of service and timely resolution of customer needs. The Lead Customer Service Representative will provide hands-on leadership, coach and support team members, monitor performance, troubleshoot operational issues, and serve as an escalation point for complex customer concerns.

This is a great opportunity for someone with strong customer service experience and previous team lead or leadership experience who is comfortable working in a fast-paced environment.

Responsibilities

• Organize and oversee the day-to-day activities of a customer service team

• Help ensure the team meets established customer service and performance goals

• Coach and support team members while helping build a high-performing team

• Maintain daily and weekly performance statistics for assigned team members

• Review and analyze team and department results

• Troubleshoot customer service and operational issues

• Complete required team and performance reports

• Identify and analyze escalated customer concerns

• Provide guidance to team members when resolving complex customer transactions or issues

• Serve as a point of escalation for customer concerns requiring additional expertise

• Ensure timely follow-up and a high level of customer satisfaction

Qualifications

• 4+ years of customer service experience, including experience troubleshooting and resolving complex customer issues

• At least 1 year of team lead or leadership experience

• Proficiency with Microsoft Office, including Word, Excel, and Outlook

• Strong communication and customer service skills

• Ability to multitask and stay organized in a fast-paced environment

• Strong problem-solving skills and ability to effectively resolve customer concerns

• Ability to remain calm and professional under pressure

Preferred Experience

• Previous call center experience

• Bilingual English/Spanish

• Experience leading, coaching, or supporting a customer service team

• Experience working in logistics, transportation, distribution, or a similar fast-paced environment

Additional Requirements

Candidates must be able to successfully complete all required pre-employment screening.

If you're an experienced customer service professional with leadership experience who enjoys solving problems, supporting a team, and delivering a great customer experience, we encourage you to apply.

CRG Benefits

CRG Contractors who work 30+ hours per week are eligible to elect benefits through CRG after 90 days of employment.

Voluntary Benefits Options:

• Medical / Health Insurance (Multiple Plan Options)
• HSA and FSA Options (CRG will match $500 of your HSA contributions!)
• Vision and Dental Insurance
• Virtual Visits for Urgent Care, Psychiatry, and Therapy
• Voluntary Life and AD&D Insurance
• Voluntary Short & Long-Term Disability Insurance
• Accident, Hospital, & Critical Illness Insurance
• 401K with up to a 4% match. Enrollment & contributions can begin on the first day of the quarter following 90 days of employment

Category Code: JN003