Call Center Team Lead

TEKsystems • Gilbert, AZ

2d • $22 - $22 • Onsite

About The Position

We are hiring a Customer Service Representative (CSR) Team Lead to support a fast-paced, high-volume online textbook bookstore serving high schools nationwide. This role will balance hands-on customer support with leadership responsibilities, overseeing a team of 10 CSRs. The ideal candidate is a strong communicator, detail-oriented, and experienced in both customer service and team leadership. You’ll play a key role in ensuring excellent customer experience while driving team performance and efficiency.

Requirements

• 3+ years of customer service experience (call center or high-volume environment preferred)
• 1+ year of experience in a team lead or supervisory role
• Strong written and verbal communication skills
• Proficiency with computers and data entry
• Experience with Microsoft Office (Outlook, Word, Excel) and Google Workspace (Gmail, Google Drive)
• High attention to detail and strong organizational skills
• Ability to multitask and work in a fast-paced environment
• Strong problem-solving skills and a customer-first mindset

Nice To Haves

• A proactive leader who can balance individual contribution with team oversight
• Someone who is empathetic, solution-oriented, and adaptable
• A quick learner who thrives in a high-volume, customer-focused environment

Responsibilities

• Lead and support a team of 10 Customer Service Representatives, providing guidance, coaching, and day-to-day oversight
• Respond to customer inquiries via phone, email, and instant messaging
• Handle escalations and resolve complex customer issues with professionalism and empathy
• Process orders, perform data entry, and ensure accuracy in order management systems
• Communicate with schools, clients, and customers regarding products, orders, and service issues
• Manage a high-volume inbox (majority of the day focused on email communication)
• Conduct research to resolve customer concerns efficiently
• Maintain detailed records of customer interactions and transactions
• Support team performance by ensuring adherence to processes and quality standards
• Assist with additional administrative or operational duties as needed

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed