Lead Customer Service Representative

Lead Customer Service Representative

Location: Suffolk, VA (Onsite)
Job Type: Contract
Max Pay Rate: $21/hr
Schedule: Monday–Saturday, one weekday off
Hours: 11:00 AM–8:00 PM EST
Interview: In-person
Potential: Contract-to-hire

Position Overview

We are seeking an experienced Lead Customer Service Representative to oversee daily customer service operations and support a team of customer service specialists. This role is ideal for someone with strong dispatch, routing, route monitoring, and delivery operations experience who can effectively lead a team while ensuring excellent customer service.

The successful candidate will have strong operational efficiency, time management, problem-solving, and leadership skills and will serve as an escalation point for complex customer issues.

Key Responsibilities

• Organize and supervise the day-to-day activities of a customer service team.
• Lead, coach, and support team members to achieve performance and service goals.
• Maintain daily and weekly performance statistics for direct reports.
• Analyze team and department results and identify opportunities for improvement.
• Troubleshoot operational and customer service issues.
• Monitor and support dispatch, routing, and delivery-related activities.
• Serve as an escalation point for complex customer issues and transactions.
• Provide guidance to team members on issue resolution and appropriate follow-up.
• Ensure timely resolution of customer concerns and maintain customer satisfaction.
• Complete required team and operational reports.
• Support the development of a high-performing customer service team.
• Promote operational efficiency while maintaining quality customer interactions.

Required Qualifications

• 4+ years of customer service experience, including troubleshooting and handling complex transactions.
• 1+ year of team lead or supervisory experience.
• 1+ year of dispatch experience, including routing, route monitoring, or working with delivery teams.
• Strong customer service and problem-solving skills.
• Excellent time management and organizational abilities.
• Ability to multitask and work effectively in a fast-paced environment.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Ability to work independently and make sound decisions when handling escalated issues.

Preferred Qualifications

• Call center/customer contact center experience.
• Experience working with delivery or logistics teams.
• Strong operational efficiency and route coordination experience.
• Proven ability to coach and develop team members.
• Experience handling high-pressure customer situations