Lead Customer Service Assistant

PPG Industries

19h•$50,000 - $60,000•Onsite

About The Position

The Customer Service Lead supports the manager by providing day‑to‑day leadership for a team of customer service representatives who handle customer inquiries, manage orders and issue resolution through telephone and email. You will be a first‑level resource for the team, offering guidance, troubleshooting support, and escalation handling while helping ensure service quality and adherence to established processes. This onsite role will sit in Avon, MA and will report to the Customer Service Manager.

Requirements

2+ years of customer service management experience.
Prior experience as a senior or lead‑level Customer Service Representative.
Only U.S. Citizens, Green Card holders, and political asylees or refuges are eligible to apply.

Nice To Haves

QAD knowledge is helpful.

Responsibilities

Oversee up to 3 direct reports.
Be the day‑to‑day lead for customer service representatives, providing guidance and direction during daily operations.
Escalate issues for complex or unresolved customer inquiries that require advanced knowledge or judgment.
Mentor less experienced team members on customer service techniques, procedures, and best practices.
Monitor workflow and service demands and help coordinate schedules, coverage, and task assignments.
Identify trends, recurring issues, and opportunities for process or service improvements; communicate recommendations to leadership.
Promote consistency, accuracy, and quality in customer interactions.
Help with onboarding and knowledge transfer for new team members.
Help hire decisions and performance feedback, as requested by the manager.
Foster a collaborative, service‑focused team environment.