Call Center Team Lead

We are looking for a Lead Customer Service Representative for our call center based out of Lexington, SC. The Lead Customer Service Representative (Lead CSR) supports daily operational activities by balancing frontline customer interaction with leadership responsibilities. In this role, the Lead CSR will complete scheduled reporting, conduct call coaching and quality reviews, and provide real-time support to team members. Throughout the day, they may also handle customer calls to assist with service levels and ensure a positive customer experience.

The Lead CSR serves as a point of escalation and is expected to take initiative in guiding the team. When the manager is out of the office or unavailable, the Lead CSR will step in to oversee workflow, maintain service standards, and support staff as needed. This position requires strong communication skills, attention to detail, and the ability to lead by example while adapting to shifting priorities.

Job Duties:

• Conduct call coaching and quality reviews, and provide real-time support to team members
• Complete scheduled reporting
• Respond to customer inquiries via phone, email or chat with professionalism and empathy to build rapport with the customers.
• Learn, manage and develop call scripts to be able to deliver an authentic cadence, and be clear, compelling, and personable.
• Service as the escalation point of contact
• Adhere to the company’s plan for resolving customer complaints quickly and favorably.
• Maintain and update customer database with complete and accurate information.
• Outbound calls as needed to handle demand

What You Bring:

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 3 years of experience in a customer service or call center environment, with at least 1 year in a supervisory or coaching role
• Proven ability to de-escalate and resolve
• Excellent communication, problem-solving, and conflict-resolution abilities
• Proficient in contact center technology, CRM systems, and Microsoft Office Suite
• Ability to multitask and remain calm in high-pressure situations
• Detail oriented with a focus on process efficiency and customer satisfaction
• Flexible to work evenings, weekends, or holidays as needed

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience:

• Call center: 3 years (Preferred)

Ability to Commute:

• Lexington, SC 29072 (Required)

Work Location: In person

Salary : $22 - $25