Customer Service Team Lead
Customer Service Team Lead – Direct Hire | Stevens Point, WI
Starting at $21.00/hr + full benefits, fun perks, and employee discounts
Full-time, 1st Shift | Monday–Friday (occasional weekends as needed)
ABR is actively recruiting a Customer Service Team Lead for a well-respected client in Stevens Point, WI. This is a direct hire opportunity with a company that values team spirit, growth, and an outstanding customer experience.
In this role, you’ll take the lead on day-to-day floor operations, guiding the customer service team and ensuring a "customer-first" call center culture. You’ll be the go-to person for all customer interaction touchpoints, working closely with staff to uphold service excellence. This position calls for strong leadership, exceptional communication, and the ability to motivate and manage a dynamic team.
If you're looking for a leadership role in a positive, team-oriented environment—this is your chance to step up and shine!Customer Service Team Lead Duties and Responsibilities:
- Provide problem solving, leadership, decision making and analytical skills real time as needed.
- Manage customer service reps related to customer inquiries, email, chat and social media contacts.
- Be a trusted advisor for the customer service team representing the voice of the customer.
- Respond to escalated calls professionally and effectively, ensure reps do the same.
- Requires a deep understanding of our products and services to effectively manage and improve customer service operations.
- Coach and develop reps on various contact center operational strategies.
- Oversee and prepare Contact Center labor schedule ensuring proper coverage to meet call demand and metrics.
- Develop and maintain healthy employee morale and high dedication to serving our customers. Escalate reportable events to leadership as appropriate.
- Monitor, coach and train continuously as required.
- Must be proficient with Microsoft Office programs specifically Excel, Word and Outlook.
- Must promote and maintain a clean and safe environment.
- Work at continuous improvement and optimization of contact center operational activities supporting the best possible customer experience.
- Must have excellent communication skills and proven leadership skills
- Associates or bachelor’s beneficial but not necessary.
- Must be conscientious, resourceful, proactive, and organized.
- Proficient in MS Office.