Lead Customer Service Representative

Hero Home Services • Bloomington, MN

1d • $22 - $24 • Onsite

About The Position

Hero is seeking a Customer Service Team Lead to support daily contact center operations while providing leadership, coaching, and development to a team of Customer Service Representatives. This is a working lead position, with responsibilities split approximately 25% hands-on Customer Service work and 75% Team Lead responsibilities. The Team Lead plays a critical role in ensuring the team delivers an exceptional customer experience while fostering a strong, positive, and performance-driven culture.

Requirements

• Strong communication, coaching, and interpersonal skills
• High attention to detail and commitment to process adherence
• Strong technological proficiency and ability to navigate multiple systems effectively
• Demonstrated ability to learn and adapt quickly to new systems, tools, and workflows
• Ability to multitask and balance individual responsibilities with team leadership duties
• Strong organizational skills and ability to prioritize in a fast-paced environment
• High personal accountability and professional integrity

Responsibilities

• Handle customer interactions across phone, email, text, and digital channels with professionalism and efficiency
• Support scheduling, rescheduling, and customer inquiries while maintaining high accuracy
• Step in to assist with complex or escalated customer situations as needed
• Lead by example in delivering a consistently high-quality customer experience
• Monitor team workload to ensure tasks are completed accurately and in a timely manner
• Ensure proper documentation and adherence to processes across all customer interactions
• Help manage workflow and support coverage to maintain productivity and service levels across all channels (calls, email, text)
• Act as a primary point of contact for team questions, guidance, and daily support
• Conduct regular quality assurance (QA) reviews of calls, written communications, and documentation
• Provide ongoing coaching, real-time feedback, and performance guidance to team members
• Reinforce expectations around customer experience, productivity, and accuracy
• Identify performance gaps and partner with leadership on development plans
• Assist in onboarding and training new Customer Service Representatives
• Lead or support team huddles, trainings, and communication of process updates
• Reinforce best practices and ensure consistency across the team
• Support the continuous development of team skills and capabilities
• Foster a strong, positive, and accountable team culture focused on performance, customer experience, and collaboration
• Lead by example in professionalism, work ethic, and attitude
• Encourage open communication, teamwork, and mutual support
• Recognize and celebrate team and individual accomplishments
• Help create an environment where team members feel supported, motivated, and engaged

Benefits

• Competitive base compensation based on experience
• Performance-based incentives tied to team results, including quality, productivity, and customer experience metrics
• Opportunity to directly impact earnings through team performance and development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed