Lead Customer Service Representative

Lead Customer Service Representative

Location:

Chesapeake, Virginia 23323

Duration: 26 Weeks, contract to hire

Shift Details:
Must be available Friday and Saturday - this is a 5-day operation (Tue-Sat) with Sunday off guaranteed, 6-day operation during holidays. First

Shift: 6:00 AM - 3:00 PM - Candidate may rotate hours based on operational needs.

Pay Rate: $21.00/hr

JOB DESCRIPTION

Overview

This is a dispatch-heavy role in a fast-paced delivery warehouse - not your typical customer service job. The Lead CSR acts as the central point of communication between our in-home driver teams, their contractor leadership, and operations. This role is all about real-time problem solving, clear communication, and accountability.

We are looking for someone mature and experienced, ideally with a hands-on background (such as handyman work, appliance installation, or furniture assembly) who can speak confidently to driver teams and customers alike.

Schedule & Shift Details

* Must be available Friday and Saturday - this is a 5-day operation (Tue-Sat) with Sunday off guaranteed, 6-day operation during holidays.

* First

Shift: 6:00 AM - 3:00 PM

* Candidate may rotate hours based on operational need.

RESPONSIBILITIES

Key Responsibilities

Dispatch & Route Oversight

* Monitor 6-10 daily routes and stay in direct phone contact with driver teams during deliveries

* Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues

* Address driver performance concerns and escalate to contractor leadership if teams are unresponsive or non-compliant

* Maintain real-time awareness of route exceptions, delays, and customer escalations

Customer Escalation Support

* Communicate with customers during in-home deliveries when drivers need assistance explaining services

* De-escalate complaints and clarify expectations

* Act as a liaison between the customer and driver teams to preserve the experience and protect the brand

Warehouse Check-In Support (AM)

* Direct driver teams returning from their routes on trash segregation and haul-away drop zones

* Ensure drivers complete the check-in process before leaving

* Identify and report any non-compliance or missing assets

Team Leadership & Communication

* Serve as lead over CSR support staff during shift; provide direction and escalation support

* Capture daily service disruptions, late departures, and unscanned badges

* Share key issues and recommendations with the Ops Manager for follow-up

QUALIFICATIONS

Requirements

* 3+ years in dispatch, field operations, or logistics (appliance/furniture preferred)

* Strong phone presence - assertive, calm under pressure, and capable of influencing others

* Comfort working in a warehouse environment with live driver communication

* Reliable and professional demeanor - this is a customer-facing position, even if you're behind the scenes

Preferred Experience

* Fluent in Spanish and English - must be able to speak, listen, and translate clearly in both languages

* Prior work in appliance installation, furniture assembly, or handyman/trade roles

* Previous leadership experience in a dispatch, warehouse, or delivery setting

* Familiarity with Descartes Route Planner, CLX, or other TMS systems

Category Code: JN003

#LI-AD1