Customer Service Team Lead

The Blick Center•Akron, OH

10d•Onsite

About The Position

The Customer Service Team Lead is an internal leadership role responsible for coordinating daily customer service operations, supporting team members, and ensuring consistent, high-quality service delivery. This position balances hands-on work with team oversight and serves as a key resource for problem-solving, workflow coordination, and communication.

Requirements

Demonstrated commitment to high-quality internal and external customer service
Strong organizational and time management skills
Ability to prioritize, multitask, and meet deadlines
Effective written and verbal communication skills
Strong problem-solving and conflict-resolution abilities
Proficient computer skills, including Microsoft Office
Ability to work independently while supporting a team environment
High school diploma or GED required
Current employment with the organization in good standing
Prior customer service experience required

Responsibilities

Provide day-to-day leadership and support to the Customer Service team
Coordinate daily workflows and assign alphabetized caseloads (A–Z), including new client setups
Serve as a resource for resolving customer service complaints and complex issues
Answer phones, assist with front desk calls, and support team coverage as needed
Monitor and manage department emails and communications
Assist with audits and ensure documentation and processes meet agency requirements
Support team education on HEAP/PIPP applications, payment plans, and follow-up activities
Complete client intakes, account setups, and required documentation
Handle Social Security calls and respond to Social Security notices
Support team training for reviewing, and distribution of client statements
Complete and review PRTs, phone reports, and production reports
Coordinate with external partners, including US Bank / Money network
Oversee mail distribution and outgoing mail preparation
Participate in meetings and provide operational updates to Manager
Maintain accurate records and ensure confidentiality
Model and promote agency core values: Integrity, Commitment, and Kindness
Perform other related duties as assigned