Customer Service Lead

2 weeks ago

Corona, CA, United States Urban Surfaces Full time
Description

At Urban Surfaces, customers are the heroes of our storyand were looking for a Customer Service Lead who makes sure they feel it every day.

As the Customer Service Lead, youll be the cornerstone of our customer experience. Youll guide the CSR team to deliver exceptional service, ensure every order and interaction meets our highest quality standards, and proactively identify ways to make our processes faster, clearer, and more reliable for customers.

Youll serve as the bridge between departmentscollaborating closely with Purchasing, Accounting, Logistics, and Warehouseto resolve issues, prevent bottlenecks, and create smooth handoffs that add real value to our partners.

Hours: This position is fully in office, Monday - Friday 8:00 AM - 4:30 PM

What Youll Do:
Lead & Inspire
  • Model a customer-first mindset that makes every customer feel valued and supported.
  • Mentor and coach CSR team members to uphold Urban Surfaces values: Relational, Responsible, Reliable.
  • Foster a culture of ownership and positivitywhere the team takes pride in solving problems and creating great experiences.
Quality & Customer Experience
  • Oversee daily order entry, accuracy, and fulfillment tracking to ensure error-free execution.
  • Audit customer interactions and transactions to maintain the highest level of service quality.
  • Respond to escalated customer issues quickly, professionally, and with empathy.
  • Champion continuous improvement by analyzing recurring issues and leading root?cause solutions.
Cross-Department Collaboration
  • Partner with Purchasing to anticipate inventory gaps and communicate customer needs.
  • Work with Accounting to resolve billing discrepancies and improve payment workflows.
  • Collaborate with Logistics and Warehouse to align scheduling, shipping, and delivery expectations.
  • Serve as the voice of the customer in internal meetingshelping other departments see how their work impacts the customer journey.
Process Improvement
  • Identify inefficiencies in workflows and propose solutions that enhance accuracy, speed, and communication.
  • Support implementation of new tools, SOPs, and systems that strengthen the customer experience.
  • Track performance metrics (response times, accuracy rates, customer satisfaction) to drive accountability and celebrate success.
What Youll Bring
  • 3+ years of customer service experience; prior lead or supervisory experience preferred.
  • Deep passion for helping customers and empowering teams to serve with excellence.
  • Exceptional communication skills and emotional intelligence.
  • Strong organizational and problem-solving ability with attention to detail.
  • Proficiency in Google Workspace; NetSuite experience a strong plus.
  • Ability to thrive in a fast-paced, collaborative environment with shifting priorities.
  • Bilingual (Spanish/English) preferred.
What We Offer
  • $30$38/hour DOE
  • Paid Time Off & Paid Holidays
  • Health, Dental & Vision Insurance
  • Life Insurance
  • 401(k) Profit?Sharing Plan
  • Bi?weekly company?sponsored lunches

About Urban Surfaces

Urban Surfaces is a leading distributor of hard surface flooring based in Corona, California. We dont just sell flooring we build partnerships.

Our Mission:
We know businesses are hurt by unreliable suppliers. We believe everyone deserves a trusted partner to depend on. Thats why we keep our promisesso our customers can keep theirs.

Our Core Beliefs:

  • Relational: Because people matter, we treat customers and teammates with respect.
  • Responsible: Because actions matter, we stay accountable and clear in how we operate.
  • Reliable: Because partnerships matter, were dependable and responsive in all we do.

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