Customer Service Lead

4 weeks ago

Meridian, United States CompuNet, Inc Full time
Why join CompuNet?

CompuNet values its people more than any other asset-and realizes the contributions made by each employee are a reflection of their education, experience, certifications, expertise and passions. We strive to take care of each other, do the right thing and help our customers succeed. We work to build lasting relationships and are proud that our customers across many industries see us as a trusted advisor. Putting the customer at the center of every engagement, our mission is to design, test, deploy and support the right IT solutions for every customer.

We offer a generous total compensation package for our employees, including competitive wages, medical, dental, vision, PTO, company-matching retirement plans, profit-sharing and more.

Who You Are:

You are an experienced leader with a knack for problem-solving and a keen attention to detail. You possess strong organizational skills and can seamlessly manage workflows and processes. You thrive in a team environment, enjoy mentoring others, and are committed to continuous improvement. Eager to drive team success, you are looking for a role that offers both challenges and opportunities for professional growth.

What You'll Do:

CompuNet is seeking a full-time Customer Service Lead to join our office-based team in Meridian, Idaho. In this role, you will lead a dynamic team focused on delivering exceptional customer service. You will oversee daily operations, manage team performance, and ensure that customer needs are met efficiently. We are looking for someone who is solution-oriented, empathetic, and committed to fostering a positive and productive team environment.

Responsibilities:
  • Lead and mentor the customer service team to uphold CompuNet's customer-focused culture and high value standards.
  • Coordinate and oversee the opening of tickets with Microsoft and other vendors on behalf of customers, ensuring seamless communication.
  • Navigate customer support tools, ticketing systems, and Microsoft dashboards, providing guidance to team members.
  • Create and manage comprehensive reports and track team KPIs.
  • Maintain and analyze records of customer interactions, inquiries, concerns, and resolutions to identify areas for improvement.
  • Handle escalated complaints professionally, ensuring timely follow-up for quality resolution and customer retention.
  • Utilize excellent customer service and technical troubleshooting skills to support the team.
  • Manage Tier 1 internal helpdesk issues and oversee escalation processes.
  • Additional responsibilities may arise as business needs evolve.
Minimum Qualifications:
  • High School diploma or equivalent; higher education preferred.
  • Previous experience in a leadership role within customer service or technical support.
  • Strong communication and interpersonal skills.
  • Demonstrated ability to lead and motivate a team.
  • Willing to work fully from our headquarters.
  • Proficiency in computer skills and a quick learner of internal programs.
  • Familiarity with Office Applications.
Preferred Skills (Will train the right candidate):
  • Familiarity with our industry as a Value Added Reseller.
  • Previous experience managing shift operations.
  • Strong Excel skills with the ability to create and manage complex spreadsheets.
  • Past experience as a customer service lead.


Who we are

CompuNet, Inc. is an engineering-led IT solution provider that offers consulting, design, and professional services. Our strength lies in our team of outcome-driven and relationship-focused professionals with a long history of designing IT solutions. Our team of highly skilled engineers take the lead in designing, developing, and implementing solutions that address complex business challenges. This team takes ownership for the entire project lifecycle, from discovery and design through deployment, training, and handoff.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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