Lead Customer Service Representative

Job Overview

Lead Customer Service Representative (LCSR) serves as a working leader within the Customer Response Center (CRC), providing coaching, operational oversight, real‑time support, and serving as the primary escalation point for Customer Service Representatives (CSR). The role blends frontline customer service responsibilities with leadership functions such as workflow coordination, quality oversight, reporting, performance support, and process improvement to ensure efficient operations, high service quality, and a strong, engaged team environment.

• Team Support &
  
  Coaching:
  
  Provide ongoing coaching, support, and feedback to CSRs; serve as the first escalation point for complex customer issues, scheduling challenges, payment concerns, and service breakdowns; manage and assist with customer escalations via phone and email; assist with training, onboarding, and skill development for new hires and existing team members; conduct quality assessments of calls, communication, documentation, and data entry accuracy;
  
  help manage daily workflow, ensuring adequate coverage and balanced workload distribution; recognize, motivate, and engage the team; provide support for the Customer Success Manager (CSM) during absences; lead meetings and make team‑level decisions; participate in recruitment interviews; promote a calm, solutions‑focused environment during high‑volume or emergency periods; monitor phone queue, Service Trackers, portals, and mailboxes for high efficiency and real‑time feedback on opportunities for gap closure.
• Operational Responsibilities (Working Lead Role): Support emergency and non‑emergency service requests; prioritize services based on urgency, customer need, and operational impact; enter and verify information in systems, logs, and road‑service records; monitor technician routes, locations, and schedules for routing, prioritization, and ETA communication; determine customer account status, payment needs, and credit authorization requirements; assist with creation of miscellaneous purchase orders; ensure all service requests are complete, detailed, and properly documented;
  
  conduct customer follow‑up to confirm service completion and identify future service opportunities; oversee accurate data entry for customers and third‑party vendors; prepare and review estimates, repair orders, memos, documentation, and customer communication.
• After‑Hours & On‑Call Support: Support after‑hours or on‑call rotations as needed, filling in for uncovered shifts; participate in a bi‑weekly on‑call rotation to provide support, guidance, and answer escalations outside normal business hours; shifts vary based on business needs.
• Process Improvement & Cross‑Team
  
  Collaboration:
  
  Identify workflow, communication, or process gaps and recommend improvement solutions; collaborate with internal teams and service support departments to ensure seamless delivery; communicate operational trends, recurring issues, or customer challenges to the CSM with recommended actions; create and maintain reports that support the CRC and support teams; proactively seek improvement opportunities in partnership with leaders and professionals across the organization;
  
  participate in team meetings, huddles, and ongoing training initiatives.

• High School Diploma (or GED or High School Equivalence Certificate)

• Experience in dispatching, customer service, service coordination, or similar operational environments.
• Experience mentoring, training, or providing elevated support to peers.

• Intermediate proficiency with Windows‑based systems, including Microsoft Applications:
  Teams, Word, Excel, PowerPoint, and Outlook email.
• Strong verbal and written communication skills, including active listening.
• Ability to multitask and manage multiple breakdown situations in a fast‑paced environment.
• Strong organizational and time‑management abilities.
• Service‑oriented mindset with strong problem‑solving capabilities.
• Ability to remain calm and professional under pressure.
• Demonstrated critical thinking and ability to execute on multiple priorities simultaneously.
• High level of…