Customer Service Lead

7 days ago


Pasco, United States Basin Disposal Full time
Job Details

Job Location
Basin Disposal Commercial - PASCO, WA

Position Type
On-Site

Education Level
High School

Salary Range
$26.25 - $31.52 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


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