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.