Job Details Job Location Basin Disposal Commercial - PASCO, WA
Position Type On-Site
Education Level High School
Salary Range $26.25 - $31.52 Hourly
Travel Percentage None
Job Shift Day
Job Category Customer Service
Customer Service Lead Customer Service Lead Job Summary:
We are seeking an experienced and motivated Customer Service Lead to oversee daily operations and support our team of customer service representatives. In this role, you will ensure high-quality customer interactions, monitor performance metrics, and provide leadership and guidance to drive team success. If you thrive in a fast-paced environment and are passionate about delivering excellent customer service, we'd love to hear from you.
Key Responsibilities:
- Supervise, mentor, and motivate a team of customer service representatives to achieve individual and team performance goals.
- Monitor and evaluate inbound and outbound call quality, ensuring adherence to company policies and procedures.
- Provide regular feedback and training to team members to enhance their skills and performance.
- Handle escalated customer concerns and resolve complex issues promptly and professionally.
- Collaborate with management to set team goals, identify improvement areas, and implement process enhancements.
- Analyze performance metrics to identify trends and opportunities for improvement.
- Maintain schedules to ensure adequate staffing and coverage during peak times.
- Develop and maintain a positive and supportive work environment that fosters team morale and engagement.
- Participate in recruiting, onboarding, and training new team members.
- Prepare and present performance reports to management and stakeholders.
Qualifications:
- High school diploma or equivalent.
- Proven experience as a call center supervisor, team lead, or similar role.
- Strong understanding of call center operations and customer service best practices.
- Proficient in call center software, CRM systems, and Microsoft Office Suite.
- Excellent leadership and interpersonal skills with the ability to inspire and engage team members.
- Strong problem-solving and decision-making abilities.
- Exceptional verbal and written communication skills.
- Ability to handle a fast-paced environment and adapt to changing priorities.
Schedule:
- Monday - Friday 8:00 am - 5:00 pm (Business Hours 7:30 am - 6:00 pm)
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
- Paid time off
Schedule:
PHYSICAL CHARACTERISTICS : - May be subjected to long-periods of sitting or standing
- Able to work in open space floor plan
- Work alongside co-workers within 3 feet
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EOE
Qualifications QUALIFICATIONS: - Two years of relevant customer service experience in a high-volume call center
- Minimum 1+ year customer service leadership experience
- Excellent verbal and written communication skills with the ability to interact with internal and external customers
- Excellent organizational skills, including the ability to multi-task and prioritize workload
- Proficient computer skills, including Microsoft Office Suite
- Basic math skills
- Demonstrated phone and email skills
- Strong ability to build cooperative, interpersonal relationships to achieve shared goals
- Demonstrate to work well under pressure while maintaining professional standards
- Highly engaged, motivated to provide service excellence to both internal and external customers