Customer Service Lead

Refreshed Tech • Ashley, IN

18d • Onsite

About The Position

The Customer Service Lead – is a hands-on role responsible for overseeing daily operations within a high-volume, multi-channel customer support environment. This position supports and coaches Customer Service Representatives while actively handling their own customer interactions across phone, email, and chat. The Customer Service Lead will serve as the first point of escalation, a performance driver, and a culture leader within the call center located at our Corporate office in Ashley, Indiana.

Requirements

• Excellent interpersonal and customer service skills.
• Ensure consistent, high-quality customer experience across all communication channels.
• Ability to resolve escalated customer issues with professionalism and urgency.
• Handle inbound and outbound customer interactions via phone, email, and chat formats.
• Maintain accurate documentation of customer interactions in CRM systems.
• High School Diploma
• 2–5 years of experience in a customer service or call center environment
• 2+ year of leadership, lead, or supervisory experience
• Experience in a high-volume, multi-channel support environment (phone, chat, email)
• Strong problem-solving and conflict resolution skills
• Ability to multitask and manage competing priorities in a fast-paced environment
• Proficiency in CRM systems and customer service platforms

Responsibilities

• Oversee and assist customer service representatives in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints in a timely manner.
• Ensure adherence to company policies, customer service standards, and communication guidelines.
• Act as the first escalation point for complex customer issues, including delivery delays, order discrepancies, and service concerns.
• Monitor team performance metrics (call volume, response time, resolution rates, CSAT)
• Conduct real-time coaching, feedback, and performance guidance to identify opportunities to improve workflows, scripts, and customer communication.
• Identify trends in customer inquiries (especially delivery/logistics issues) and escalate systemic concerns.
• Assist in onboarding and training of new hires.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED