Customer/Client Services Team Lead
About The Position
The Customer Service Team Lead oversees daily customer service operations to ensure exceptional service delivery, customer satisfaction, and effective team performance. The role serves as a subject matter expert who guides, coaches, and supports customer service representatives while ensuring compliance with company policies and service standards. It monitors performance metrics, identifies operational improvements, resolves escalated concerns, and works with other departments to improve the customer experience. The position directly supervises customer service team members and reports to the Manager, Customer Service. This is an onsite role in Pearl City, Hawaii, with a full-time schedule of approximately 40 hours per week and overtime as scheduled. Travel is not required. Compensation is $28–$30 per hour.
Requirements
- Minimum of 3–5 years of customer service experience.
- Ability to provide constructive feedback, coach employees, and support team development.
- Ability to promote teamwork, accountability, and a positive work environment.
- Proficiency in customer service software, computer applications, and related business tools.
- Ability to analyze performance data, prepare reports, and generate actionable insights.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Analytical and conceptual thinking.
- Strong interpersonal and collaboration skills.
- Effective time management and organizational skills.
- Professionalism, reliability, and personal accountability.
- Ability to work in a fast-paced environment and manage competing priorities.
- Must be currently authorized to work in the United States.
Nice To Haves
- Bachelor's degree in Business Administration, Management, or a related field.
- Previous experience mentoring, coaching, or supervising team members.
Responsibilities
- Serve as a subject matter expert and provide guidance and mentorship to customer service representatives.
- Provide performance feedback, coaching, and counseling to direct reports, and support training and professional development initiatives.
- Ensure consistent adherence to customer service policies, procedures, and standards.
- Handle escalated customer concerns and complex service issues.
- Identify process improvement opportunities and implement strategies to improve operational efficiency and customer satisfaction.
- Monitor and analyze key performance metrics to ensure service levels and customer satisfaction goals are achieved.
- Prepare regular performance reports, present findings to management, and use data-driven insights to support operational decisions and cost-saving initiatives.
- Foster a positive, collaborative, and accountable team environment that promotes morale and productivity.
- Partner with other departments to streamline operations and improve the customer experience.
- Stay informed of industry trends and best practices.
Benefits
- A choice of medical plans with FSA and HSA options.
- Dental insurance.
- Vision insurance.
- Company-paid life and disability insurance.
- 401(k) plan with company match.
- Paid time off and company holidays.
- Employee Assistance Program.
- Company health and wellness program.
- Discounts with preferred vendors.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
