Customer Service Operator Lead - USTA Retail Merchandise

Customer Service Operator Lead - USTA Retail Merchandise

Requisition #: 666568

Location:

Flushing, NY 11368

The Customer Service Lead Representative is responsible for delivering exceptional customer service while providing day‑to‑day leadership and support to a team of customer service representatives. This role serves as the primary point of contact for escalated customer concerns, and helps ensure service standards, productivity goals, and customer satisfaction objectives are achieved.

Compensation: The hourly rate for this position is $25.00 to $30.00.

Benefits: Aramark offers comprehensive benefit programs and services for eligible employees including medical, dental, vision, and work‑life resources. Additional benefits may include retirement savings plans such as 401(k) and paid days off such as parental leave and disability coverage. Benefits vary by location and are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.

• Respond to customer inquiries via phone, email, chat, or in person.
• Resolve complex customer issues and escalations in a timely and professional manner.
• Ensure customers receive accurate information regarding products, services, policies, and procedures.
• Monitor customer interactions to maintain a high level of service quality.
• Follow up on customer concerns to ensure satisfactory resolution.
• Serve as a resource for escalated customer concerns and operational questions.
• Lead by example in professionalism, customer engagement, and problem‑solving.
• Support supervisors and managers with daily operations and workflow coordination.
• Maintain accurate customer records and service documentation.
• Identify trends, recurring issues, and opportunities for process improvement.

• Interpersonal communication skills to ensure positive interactions with customers.
• Analytical and problem‑solving skills to diagnose problems and recommend effective solutions.
• Multitasking and organizational skills to work on multiple issues at one time.
• Active listening and communication skills to provide concise answers to inquiries.
• Time‑management skills to respond to customer emails, calls and web chat messages promptly.
• Teamwork skills to collaborate with representatives and coworkers in other departments.
• Ability to remain upright and stationary for long periods during a shift.
• Technical skills to use voice‑over‑IP phones and customer records management, word‑processing, database, email and chat software programs.

• High School Diploma or GED required.
• Associate's or Bachelor's degree in Business, Communications, or a related field preferred.

• 2–5 years of customer service experience.
• Previous experience serving as a team lead or senior customer service representative preferred.
• Experience handling escalated customer issues.

Equal Employment Opportunity

We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all applicable laws, including all Fair Chance Ordinances.