Lead Customer Service Representative
CRG, Suffolk, VA, United States
Lead Customer Service Representative (Contract)
Duration: 18-Week Assignment, contract to permanent position
Schedule: 5:00 AM – 2:00 PM EST, Monday–Friday (occasional Saturdays as needed)
Responsibilities:
Supervise and coordinate daily operations of a customer service team to ensure achievement of key performance goals in a fast-paced logistics environment
Lead, coach, and develop team members to deliver high-quality customer interactions, strengthen relationships, and ensure timely service delivery
Monitor and maintain daily and weekly performance metrics for direct reports, analyzing results to improve operational efficiency
Support team development by fostering a high-performance, collaborative work environment
Troubleshoot operational and service-related issues, providing guidance and solutions to ensure continuity and efficiency
Serve as the primary escalation point for complex customer issues, using advanced problem-solving skills to ensure timely resolution and customer satisfaction
Oversee dispatch-related activities including routing, route monitoring, and coordination with delivery teams to ensure successful execution
Complete and maintain required team reports and documentation to support performance tracking and decision-making
Utilize Microsoft Office tools (Word, Excel, Outlook) to manage communication, reporting, and operational tasks
Demonstrate strong time management, multitasking, and organizational skills while thriving under pressure
Qualifications:
4+ years of customer service experience handling complex transactions, including at least 1 year in a team lead role
Experience with dispatch operations, including routing and monitoring delivery routes (preferred)
Proficiency in Microsoft Office (Word, Excel, Outlook)
Strong leadership, problem-solving, and communication skills
Ability to multitask, stay organized, and perform effectively in a high-pressure environment
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Supervise and coordinate daily operations of a customer service team to ensure achievement of key performance goals in a fast-paced logistics environment
Lead, coach, and develop team members to deliver high-quality customer interactions, strengthen relationships, and ensure timely service delivery
Monitor and maintain daily and weekly performance metrics for direct reports, analyzing results to improve operational efficiency
Support team development by fostering a high-performance, collaborative work environment
Troubleshoot operational and service-related issues, providing guidance and solutions to ensure continuity and efficiency
Serve as the primary escalation point for complex customer issues, using advanced problem-solving skills to ensure timely resolution and customer satisfaction
Oversee dispatch-related activities including routing, route monitoring, and coordination with delivery teams to ensure successful execution
Complete and maintain required team reports and documentation to support performance tracking and decision-making
Utilize Microsoft Office tools (Word, Excel, Outlook) to manage communication, reporting, and operational tasks
Demonstrate strong time management, multitasking, and organizational skills while thriving under pressure
Qualifications:
4+ years of customer service experience handling complex transactions, including at least 1 year in a team lead role
Experience with dispatch operations, including routing and monitoring delivery routes (preferred)
Proficiency in Microsoft Office (Word, Excel, Outlook)
Strong leadership, problem-solving, and communication skills
Ability to multitask, stay organized, and perform effectively in a high-pressure environment
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