Customer Service Team Lead

Uline • Pleasant Prairie, WI

5d • $33 - $38 • Onsite

About The Position

The Customer Service Team Lead ensures Customer Service Representatives are trained and empowered to solve customer problems and deliver a fast, friendly, customer-focused experience. This role coaches and develops representatives, reviews customer interactions and performance, provides feedback to management on process improvements, facilitates team meetings and one-on-one sessions, and handles escalated customer issues. The position is based on-site at Uline’s Kenosha Branch in Kenosha, Wisconsin.

Requirements

• High school diploma or equivalent.
• At least 3 years of customer service experience.
• Effective communication skills.

Nice To Haves

• Bachelor’s degree.
• At least 2 years of experience in a leadership or supervisory role.

Responsibilities

• Coach and develop Customer Service Representatives in product knowledge, policies and procedures, and performance metrics.
• Review phone, email, and other customer interactions to evaluate quality, track results, and provide coaching and performance reviews.
• Provide management with feedback on process improvements to increase efficiency and customer satisfaction.
• Facilitate team meetings and one-on-one sessions to communicate policy updates and company information and to provide training and coaching.
• Handle escalated customer issues and provide weekly support for customer interactions.

Benefits

• Complete health insurance coverage.
• 401(k) with a 6% employer match starting on day one.
• Multiple bonus programs.
• Paid holidays and generous paid time off.
• Tuition Assistance Program covering professional continuing education.
• Café with affordable daily meal options from local restaurants.
• On-site fitness center and walking paths.
• Clean, modern facilities.

What This Job Offers

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