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! As a Lead, Customer Service Rep you 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. This person will lead and coach the 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: 9-week contract (Potential to go permanent)

Schedule: Monday - Saturday 11am-8pm (Off Sundays and one additional day during the week)

Location: Suffolk, VA

Payrate: $20-$21/hour

Responsibilities:

• Directly organize and supervise day-to-day operations and activities of a customer service team 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 report
• 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
• 1 year of Dispatch experience; routing, route monitoring, and working with delivery teams, etc.
• Experience with Microsoft Office (Word, Excel, & Outlook)
• Experience in a call center environment preferred

Category Code: JN003

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SeniorityLevel: Associate