Customer Service Lead

The Customer Service Lead assists in supervising Customer Service Representatives during the absence of the Customer Service Supervisor and performs hands‑on duties. The Lead assists the Supervisor with development, staffing, training, and scheduling. The Lead works to ensure that customer support, including general billing inquiries, complaint resolution, routing of calls to appropriate departments, and third-party problem solving, are handled correctly and to the client’s satisfaction.

The Lead is usually the first to respond to and provide assistance/resolutions to incidents reported by CSRs.

• Responsible for scheduling CSRs for adequate and effective shift coverage.
• Performs as a Customer Service Representative as a regular part of their duties.
• Performs 2nd level support for other CSRs.
• Remains on call status as necessary, or directed, to ensure adequate support and availability for 2nd level support; works rotating schedules as necessary.
• Provides daily direction and communication to CSRs so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Conducts periodic performance evaluations to determine CSRs abilities to communicate, provide information, problem solve, process inquiries, operate communication systems, make decisions regarding calls, and solve problems.
• Conducts coaching sessions with CSRs as appropriate.
• Follows up with appropriate departments to ensure customer issues were resolved satisfactorily by CSRs.
• Provides information to continue ongoing development of new systems, procedures, or working practices to improve quality customer service for internal and external customers.
• Develops materials for training and support of CSRs.
• Provides continuing training to CSRs in the areas of customer service, communication, system operations, and other topics as directed by CSRs performance levels.
• Addresses disciplinary and/or performance problems according to company policy and procedures.
• Prepares warnings and communicates effectively with CSRs on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Attends scheduled training as required.
• Accomplishes other general tasks as required or necessary.

• Bachelor’s degree preferred, or a High School Graduate and a minimum 2 years customer service experience.
• Effective communication skills.
• Ability to deal with customers from diverse backgrounds.
• Excellent computer skills with quick and accurate typing skills.
• Quality customer service skills.
• Multi‑tasking skills with an ability to meet established deadlines.
• Attention to detail and accuracy.
• Decision making and problem solving skills.
• Good project management and time management skills.
• Proven leadership experience.
• Ability to develop and motivate a team.

Trans Perfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.