Customer Service Representative Alpharetta, GA

Customer Service Representative

We are seeking a highly skilled Customer Service Representative to lead and elevate our customer support operations. This role is responsible for managing service teams, improving customer satisfaction, developing performance standards, and ensuring a consistent, high-quality customer experience across all touchpoints. The ideal candidate is a strategic leader with strong people management, process improvement, and conflict resolution skills.

• Lead, coach, and develop a customer service team to achieve performance and service goals
• Oversee daily customer support operations across phone, email, chat, and other service channels
• Monitor customer interactions to ensure quality, professionalism, and timely issue resolution
• Analyze service metrics, customer feedback, and team performance to identify trends and improvement opportunities
• Establish and enforce customer service policies, procedures, and best practices
• Handle escalated customer concerns and resolve complex service issues effectively
• Partner with cross-functional teams to improve the customer journey and address recurring problems
• Develop staffing plans, schedules, and workflows to maintain service levels
• Train team members on systems, products, communication standards, and service expectations
• Prepare reports and present insights on customer satisfaction, service efficiency, and operational performance
• Support continuous improvement initiatives to enhance processes, retention, and service quality

• Improved customer satisfaction and retention
• Reduced response and resolution times
• Increased team productivity and service quality
• Strong employee engagement and retention within the service team
• Effective handling of escalated issues and process improvements