Lead Customer Support Specialist

2 weeks ago


San Leandro, California, United States CRG Full time
Job Overview

Position: Lead Customer Support Specialist
Summary: CRG is conducting a search for a Lead Customer Support Specialist. This role is essential in ensuring exceptional service for all clients by overseeing the daily functions of a team of customer support representatives. The individual will mentor and guide the team to ensure high-quality customer interactions, effective relationship management, and a commitment to prompt delivery of services and products.

About Our Client: Our innovative logistics client is redefining industry standards with forward-thinking solutions that deliver significant value to their clientele. This organization provides services such as e-commerce fulfillment, warehousing, distribution, and transportation management. Achieving an impressive annual revenue of $9 Billion, this client has established clear long-term objectives and fosters a culture centered on collaboration, innovation, and sustainable growth.

Opportunity: Contract
Location: Onsite
Compensation: $23/hr

CRG Benefits
CRG Contractors working an average of 30+ hours per week may choose benefits through CRG after 90 days of employment.
Available Benefits:

  • 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
  • 401K - CRG matches up to 4%
  • Life and AD&D Insurance
  • Long-Term & Short-Term Disability Insurance
  • Accident, Hospital, & Critical Illness Insurance

Key Responsibilities:

  • Organize and oversee daily operations and activities of the customer support team to achieve individual and organizational objectives.
  • Maintain daily and weekly performance metrics for team members.
  • Evaluate departmental outcomes and prepare team reports.
  • Resolve operational challenges.
  • Assess escalated issues and provide guidance on best practices and solutions.
  • Act as the escalation point for complex customer inquiries, ensuring timely follow-up and customer satisfaction.

Required Qualifications:

  • 4+ years of experience in a customer service capacity (call center experience preferred).
  • 1 year of experience in a leadership role.
  • Proficiency in MS Office Suite – including MS Project, Word, Excel, and PowerPoint.
  • Bilingual in English and Spanish preferred.
Category Code: JN003
Company Overview

CRG specializes in Executive & Professional Search, Direct Hire & Contract Staffing, and Outsource IT Solutions. With a dedicated team of 500 professionals across 7 offices in the U.S. & Latin America, CRG has successfully completed over 3,000 searches, 10,000 contract placements, and 100 outsource IT engagements since its establishment in 1994.



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