Lead Customer Service Representative

Location: Newnan, GA 30265

Pay Rate: $22.00/hour

Contract Length: 13 weeks, protentional for conversion to FTE

Schedule: Sunday, Monday, Tuesday, Friday, and Saturday

Hours: 12:30 PM–9:00 PM

Job Summary We are seeking a Lead Customer Service Representative to supervise and support a team of customer service representatives. This position will oversee daily operations, coach team members, monitor performance, resolve escalated customer issues, and help ensure a high level of customer satisfaction.

The ideal candidate is an experienced customer service professional who is comfortable leading a team, handling complex customer concerns, and working in a fast-paced environment.

Responsibilities

• Supervise and organize the daily activities of a customer service team
• Monitor team performance and ensure key performance goals are met
• Coach and support team members to improve performance and customer service
• Maintain daily and weekly performance statistics for team members
• Review and analyze department results
• Troubleshoot operational and customer service issues
• Complete required team reports and documentation
• Review escalated customer issues and provide guidance for resolution
• Serve as a point of escalation for complex customer concerns
• Resolve difficult transactions requiring advanced knowledge and judgment
• Ensure timely follow-up on customer issues
• Promote positive customer relationships and overall customer satisfaction
• Support a collaborative, high-performing team environment

Qualifications Required:

• 4 years of customer service experience
• Experience handling complex customer transactions and troubleshooting issues
• At least 1 year of team lead or supervisory experience
• Proficiency with Microsoft Office, including Word, Excel, and Outlook
• Strong communication and customer service skills
• Ability to resolve customer issues effectively
• Strong organizational and multitasking skills
• Ability to work effectively in a fast-paced environment

Preferred

• Call center experience
• Bilingual English/Spanish
• Experience coaching or developing customer service teams
• Strong problem-solving and decision-making skills
• Ability to remain calm and professional under pressure

Category Code: JN003

SeniorityLevel: Mid-Senior