Lead Customer Relations Rep - Retail

MaxxSouth Broadband•New Albany, MS

About The Position

Lead Customer Service Representative - Retail Live to the MAXX—and help make it happen! At MaxxSouth Broadband, we’re committed to connecting people to what matters most—fast, reliable internet, advanced TV and voice services, and unwavering local customer care. We are seeking a motivated and customer-focused Lead Customer Service Representative - Retail to support daily customer service operations while delivering exceptional service to our customers. In this role, you will serve as a subject matter resource for team members, assist with escalated customer concerns, support training and coaching initiatives, and help drive operational excellence.

Requirements

High School Diploma, GED, or equivalent -required.
Minimum of 1 year of customer service experience -required.
Strong proficiency in Microsoft Office applications, including Excel, Word, and Outlook -required.
Excellent verbal and written communication skills, strong problem-solving, organizational, and multitasking abilities -required.
Ability to work collaboratively in a fast-paced environment -required.

Responsibilities

Serve as the first point of contact for customer escalations and complex account issues, maintaining ownership until resolution.
Provide support to internal and external customers through phone, email, and other communication channels.
Process inbound and outbound customer interactions based on business needs.
Assist supervisors and management with account research, reporting, training initiatives, and special projects.
Partner with leadership to provide guidance and support to team members.
Foster a positive, motivating environment that encourages employee engagement and performance.
Monitor daily floor activity and identify opportunities for coaching and process improvement.
Deliver outstanding customer service while promoting company products, services, and subscription objectives.
Maintain accurate customer records by documenting activities, transactions, and communications in company systems.