Lead Customer Service Representative

Lead Customer Service Representative

Location: Newnan, GA

Schedule: Sunday–Tuesday & Friday–Saturday, 12:30 PM–9:00 PM

Days Off: Wednesday & Thursday

Pay Rate: $22.00/hour

Summary

A leading logistics company is seeking a Lead Customer Service Representative to oversee the day-to-day activities of a customer service team and help ensure an exceptional experience for customers.

In this role, you’ll provide hands-on leadership, coach and support team members, monitor performance, troubleshoot operational issues, and serve as an escalation point for more complex customer concerns. This is a great opportunity for someone with strong customer service experience who is ready to take the next step in leadership.

Responsibilities

• Lead and organize the daily activities of a customer service team to achieve performance and service goals
• Coach and support team members while helping build a high-performing team
• Track and maintain daily and weekly performance metrics
• Review team and department results to identify areas for improvement
• Troubleshoot customer service and operational issues
• Prepare required team and performance reports
• Identify and resolve escalated customer concerns
• Provide guidance to team members handling complex customer transactions or issues
• Ensure timely follow-up and a high level of customer satisfaction

Qualifications:

• 4+ years of customer service experience , including experience troubleshooting and resolving complex customer issues
• At least 1 year of team lead or leadership experience
• Proficiency with Microsoft Office, including Word, Excel, and Outlook
• Strong communication, customer service, and problem-solving skills
• Ability to multitask and stay organized in a fast-paced environment
• Ability to remain calm under pressure and effectively resolve escalated issues

Preferred Qualifications

• Call center experience
• Bilingual English/Spanish
• Previous experience in logistics, transportation, distribution, or a similar fast-paced environment

If you’re an experienced customer service professional with leadership experience who enjoys solving problems, supporting a team, and working in a fast-paced environment, we’d love to hear from you.

Category Code: JN003