Team Lead Customer Service
accede solutionsChicago, IL
Team Lead Customer Service
accede solutionsChicago, ILSenior L5
Customer Service RepresentativesFirst-Line Supervisors of Retail Sales WorkersFirst-Line Supervisors of Personal Service Workers
Telemarketing Bureaus and Other Contact CentersTelephone Answering ServicesAll Other Business Support Services
APPLY NOW (opens in a new tab)Customer Service- Team Lead
Position Summary:
The Team Lead CSR is responsible for overseeing daily customer service operations, supporting CSR team members, and ensuring high-quality customer interactions. This role serves as the first point of escalation for customer concerns while driving team performance, productivity, and service excellence. The ideal candidate is a strong communicator with leadership experience and a customer-focused mindset.
Key Responsibilities:
- Mentor, train and support a team of Customer Service Representatives to achieve performance goals and service standards
- Monitor daily operations including call handling, email support, ticket resolution, and response times
- Provide coaching, mentoring, and ongoing training to team members
- Handle escalated customer inquiries and resolve complex issues professionally and efficiently
- Conduct quality assurance reviews and provide constructive feedback to improve performance
- Collaborate with management to implement process improvements and enhance customer experience
- Maintain accurate customer records and ensure compliance with company policies and procedures
- Support Onboarding and training of new customer service staff
- Prepare reports and communicate team performance updates to leadership
Qualifications:
- Bachelor's degree preferred or equivalent work experience 5+ years of customer service experience
- Prior leadership or supervisory experience preferred
- Strong communication, interpersonal, and conflict resolution skills
- Ability to multitask and work in a fast-paced environment
- Proficiency with CRM systems, Microsoft Office Suite, and customer support tools
- Strong problem-solving and decision-making abilities
- Detail-oriented with excellent organizational skills
Preferred Skills:
- Experience in call center, retail, or service industry environments
- Ability to motivate teams effectively
- Strong analytical and reporting capabilities
- Customer-first mindset with a focus on service excellence
Work Environment:
100% onsite role Flexible schedule availability may be required as per business requirements.
Compensation & Benefits:
- Competitive salary
- Paid time off and holidays
- Professional development and growth opportunities
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Level
Senior L5
Location
Chicago, IL
Occupation
Customer Service Representatives
Industry
Telemarketing Bureaus and Other Contact Centers
Posted
yesterday