Customer Service Representative Lead

Customer Service Representative (CSR) Lead

We are seeking a proactive and driven Customer Service Representative (CSR) Lead to join our team! This role is ideal for someone with strong leadership skills, a built-in sense of urgency, and the ability to work independently while managing multiple priorities. As the CSR Lead, you'll act as the right hand to management, helping to streamline operations, monitor team performance, provide coaching, and tackle day-to-day challenges with initiative and efficiency. You'll be the go-to person for ensuring work is completed timely and effectively, backing up CSRs and dispatchers, and helping our team achieve its full potential. While this is not a supervisory role, you'll function as a team lead, helping to manage stats, review calls, coach staff, and monitor key performance metrics to ensure goals are consistently met. If you're a natural problem-solver who thrives in a fast-paced environment and enjoys taking the reins to make impactful contributions, we'd love to hear from you!

Key Responsibilities:

• Act as a right hand to management, taking ownership of tasks to relieve workload and ensure seamless operations.
• Assist in backing up CSRs and dispatchers as needed, including handling overflow calls.
• Function as a team lead by monitoring and tracking team performance metrics; compile and review stats to identify areas of improvement.
• Review calls aided by AI integrations, monitor performance, and provide coaching for both AI-supported and internal staffing initiatives.
• Ensure that metrics and goals are being consistently met; assist in motivating the team to reach high performance standards.
• Handle day-to-day tasks independently with minimal oversight, including correcting issues as they arise and making sound decisions to address challenges.
• Investigate and resolve issues such as incomplete invoices or missed payments by identifying the root cause and taking actionable next steps.
• Foster a positive and collaborative team environment while helping develop a culture of accountability and urgency.

Requirements Qualifications:

• Demonstrated ability to take initiative, act independently, and resolve issues without needing constant direction.
• Strong organizational and problem-solving skills with a sense of urgency to handle time-sensitive tasks.
• Experience working in customer service or a dispatcher setting, with familiarity managing team performance metrics.
• Leadership qualities, including the ability to effectively coach, motivate, and inspire peers to achieve goals.
• Excellent communication skills and the ability to ask critical questions to drive solutions.
• A solid understanding of team operations and the ability to monitor workflows and metrics to ensure optimal output.
• Comfortable implementing and working alongside AI tools to aid in performance tracking and coaching strategies.

Preferred Experience:

• Previous experience as a team lead, senior CSR, or similar role.
• Knowledge of dispatching and customer service systems.
• Familiarity with reviewing performance data and using metrics to drive improvements.

If you're excited about the idea of stepping into a leadership role and helping a great team grow and succeed, we encourage you to apply!