About this role

Job Purpose:
The Customer Service Representative Lead oversees daily customer service operations, ensuring customers receive timely, professional, and accurate support. This position supervises call center staff, manages escalated inquiries, monitors service metrics, and helps maintain exceptional customer service standards in a fast-paced environment.

Responsibilities:

Lead and support customer service representatives providing inbound and outbound customer assistance.
Monitor calls and provide coaching, guidance, and performance feedback.
Resolve complex customer inquiries and escalations.
Ensure adequate staffing and call coverage throughout business hours.
Monitor service level metrics, including call wait times, abandonment rates, and average handle time.
Ensure customer interactions comply with established procedures and quality standards.
Assist with workforce scheduling during peak operational periods.
Prepare reports on call center performance and recommend process improvements.
Maintain a positive team environment focused on customer satisfaction and continuous improvement.
Support onboarding and training of new customer service representatives.
Perform other duties as assigned.

Education and Experience:

High school diploma or GED required.
Experience leading or supervising customer service or call center teams.
Experience monitoring performance metrics and coaching staff.
Excellent verbal and written communication skills.
Strong conflict resolution and customer service skills.
Experience using customer service software and Microsoft Office Suite.
Bilingual English/Spanish preferred.
Ability to obtain and maintain any required background investigation or credentials.

Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.

Strativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets

Lead Customer Service Representative

Key skills

About this role