Customer Service Team Leader

etrailer•Wentzville, MO

9d•Onsite

About The Position

The Customer Service Team Leader is a hands-on leadership role responsible for leading and developing Customer Service Specialists at etrailer’s onsite location in Wentzville, Missouri. The role combines daily operational support with coaching, performance management, and assistance with challenging neighbor conversations. The leader helps teammates build confidence, make thoughtful decisions, recommend complete solutions, and provide personalized customer service. The position is full-time, with 8-hour shifts and leaders sharing weekend coverage on a rotation. Compensation starts at $23.00 per hour, based on experience.

Requirements

At least two years of relevant experience in leadership, coaching, or owning outcomes in a customer-facing environment.
High school diploma or GED.
Ability to set clear expectations, give direct and thoughtful feedback, and hold teammates accountable while maintaining trust and respect.
Comfort using performance metrics to recognize success, identify challenges, and develop practical improvement plans.
Strong hospitality and judgment, including when assisting frustrated customers or handling difficult conversations.
Organization, adaptability, clear communication, ownership, and ability to collaborate across teams in a fast-paced environment.
Interest in coaching people and improving teammate performance.

Nice To Haves

Additional education is welcomed.
Experience developing leadership skills and collaborating with leaders across teams.

Responsibilities

Lead, coach, and develop Customer Service Specialists through regular one-on-ones, hands-on guidance, clear expectations, and actionable feedback.
Support daily Customer Service operations by assisting with customer conversations, handling escalations, and helping teammates navigate challenging situations.
Monitor team performance, identify improvement opportunities, and coach toward goals for productivity, service quality, sales, and the customer experience.
Help teammates build the confidence and judgment to ask thoughtful questions, recommend complete solutions, and guide customers toward informed purchasing decisions.
Coordinate with other leaders and teams to manage workload, respond to changing priorities, and provide timely, personalized support.
Create an environment where teammates can ask questions, share ideas, take ownership, and learn from successes and challenges.
Lead by example, celebrate wins, and encourage ongoing improvement.