Contact Center Customer Service Lead

Job Description

Customer Service Team Lead – Direct Hire Stevens Point, WI

Starting at $21.00/hr + full benefits, fun perks, and employee discounts

Full-time, 1st Shift Monday–Friday (occasional weekends as needed)

ABR is actively recruiting a Customer Service Team Lead for a well-respected client in Stevens Point, WI. This is a direct hire opportunity with a company that values team spirit, growth, and an outstanding customer experience.

In this role, you’ll take the lead on day-to-day floor operations, guiding the customer service team and ensuring a "customer-first" call center culture. You’ll be the go-to person for all customer interaction touchpoints, working closely with staff to uphold service excellence. This position calls for strong leadership, exceptional communication, and the ability to motivate and manage a dynamic team.

If you're looking for a leadership role in a positive, team-oriented environment—this is your chance to step up and shine!

Customer Service Team Lead Duties and Responsibilities:

Provide problem solving, leadership, decision making and analytical skills real time as needed.

Manage customer service reps related to customer inquiries, email, chat and social media contacts.

Be a trusted advisor for the customer service team representing the voice of the customer.

Respond to escalated calls professionally and effectively, ensure reps do the same.

Requires a deep understanding of our products and services to effectively manage and improve customer service operations.

Coach and develop reps on various contact center operational strategies.

Oversee and prepare Contact Center labor schedule ensuring proper coverage to meet call demand and metrics.

Develop and maintain healthy employee morale and high dedication to serving our customers. Escalate reportable events to leadership as appropriate.

Monitor, coach and train continuously as required.

Must be proficient with Microsoft Office programs specifically Excel, Word and Outlook.

Must promote and maintain a clean and safe environment.

Work at continuous improvement and optimization of contact center operational activities supporting the best possible customer experience.

Customer Service Team Lead Qualifications:

Must have excellent communication skills and proven leadership skills

Associates or bachelor’s beneficial but not necessary.

Must be conscientious, resourceful, proactive, and organized.

Proficient in MS Office.

ABR Employment Services is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veterans' status.PandoLogic. Keywords: Customer Service Supervisor, Location: Stevens Point, WI - 54481, PL: 597931075

Full-time