Customer Service Team Lead

Hoffmaster•Sparks, NV

12d

About The Position

The Customer Service Team Lead supports day-to-day customer service operations by serving as a first point of contact for team member questions, system support, training, and escalations. This role helps promote a positive team culture through effective communication, availability, collaboration, and a strong focus on service excellence.

Requirements

Associates Degree in Business, Communications, or related field preferred
4+ years of experience in customer service
Effective problem-solving, logical thinking, and critical thinking abilities.
Ability to support team goals while balancing daily operational needs.
Ability to analyze complex data and make informed scheduling decisions.
Strong organizational, time management, and problem-solving skills.
Excellent communication and interpersonal skills with the ability to work cross-functionally.
Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Serve as the first point of contact for Customer Service Representative questions, escalations, and day-to-day support needs.
Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions
Enhance cross-functional collaboration by working with production, sales, marketing, logistics, and IT to improve efficiency and customer satisfaction.
Maintain customer service policies and procedures, ensuring team members are trained and aligned with current processes.
Develop reports to monitor performance metrics, analyze service trends, and recommend areas for improvement.
Mitigate inventory risks through proactive communication and alternative solutions to minimize customer impact.