Customer Service Team Lead & Administrative Assistant

Defense Holdings, Inc.•Los Angeles, CA

1d•Hybrid

About The Position

Defense Holdings, Inc. (DHi) is seeking a Customer Service Team Lead & Administrative Assistant to lead a team of customer service representatives while also providing administrative support. This role involves ensuring exceptional customer service and team performance, alongside overseeing administrative tasks to ensure smooth office operations.

Requirements

Bachelor’s degree in Business Administration, Communications, or related field.
2+ years of experience in customer service or administrative leadership.
Proficiency in Microsoft Office Suite and customer service software.
Strong organizational, communication, and problem-solving skills.

Nice To Haves

Experience in customer service within the defense or government contracting sectors.
Knowledge of customer service best practices and training programs.

Responsibilities

Supervise and mentor customer service representatives, ensuring high levels of service.
Address customer escalations and resolve complex issues promptly.
Develop and implement customer service training programs and quality assurance standards.
Provide administrative support to the client services team, including scheduling meetings, organizing files, and preparing reports.
Coordinate client meetings, events, and office activities.
Manage office supplies and maintain office organization.
Monitor team performance and set goals to meet client service standards.
Prepare regular performance reports and share feedback with the team.