Customer Service Team Lead

Customer Service Team Lead – Direct Hire | Stevens Point, WI
Starting at $21.00/hr + full benefits, fun perks, and employee discounts
Full-time, 1st Shift | Monday–Friday (occasional weekends as needed)
ABR is actively recruiting a Customer Service Team Lead for a well-respected client in Stevens Point, WI. This is a direct hire opportunity with a company that values team spirit, growth, and an outstanding customer experience.
In this role, you’ll take the lead on day-to-day floor operations, guiding the customer service team and ensuring a "customer-first" call center culture. You’ll be the go-to person for all customer interaction touchpoints, working closely with staff to uphold service excellence. This position calls for strong leadership, exceptional communication, and the ability to motivate and manage a dynamic team.
If you're looking for a leadership role in a positive, team-oriented environment—this is your chance to step up and shine!Customer Service Team Lead Duties and Responsibilities:

• Provide problem solving, leadership, decision making and analytical skills real time as needed.
• Manage customer service reps related to customer inquiries, email, chat and social media contacts.
• Be a trusted advisor for the customer service team representing the voice of the customer.
• Respond to escalated calls professionally and effectively, ensure reps do the same.
• Requires a deep understanding of our products and services to effectively manage and improve customer service operations.
• Coach and develop reps on various contact center operational strategies.
• Oversee and prepare Contact Center labor schedule ensuring proper coverage to meet call demand and metrics.
• Develop and maintain healthy employee morale and high dedication to serving our customers. Escalate reportable events to leadership as appropriate.
• Monitor, coach and train continuously as required.
• Must be proficient with Microsoft Office programs specifically Excel, Word and Outlook.
• Must promote and maintain a clean and safe environment.
• Work at continuous improvement and optimization of contact center operational activities supporting the best possible customer experience.

Customer Service Team Lead Qualifications:

• Must have excellent communication skills and proven leadership skills
• Associates or bachelor’s beneficial but not necessary.
• Must be conscientious, resourceful, proactive, and organized.
• Proficient in MS Office.

ABR Employment Services is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veterans' status.PandoLogic. Category:Customer Service, Keywords:Customer Service Supervisor, Location:Stevens Point, WI-54481

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