What are the responsibilities and job description for the Customer Service Lead position at Connect Staffing?
Job Title: Customer Service Lead
MINIMUM 2 YEARS OF RECENT CUSTOMER SERVICE LEADERSHIP EXPERIENCE OR 5 YEARS OF CUSTOMER SERVICE EXPERIENCE
Connect Staffing is seeking an experienced Customer Service Lead to support a busy customer service department and help drive team performance at a fast-paced facility in Huntington Beach, CA.
Schedule: Monday–Friday, 8:00AM–4:45PM (full-time)
Requirements for Customer Service Lead:
• Minimum 2 years of recent customer service leadership experience or 5 years of customer service experience.
• Excellent verbal and written communication skills, with the ability to explain information clearly.
• Strong attention to detail with the ability to recognize and resolve discrepancies.
• Effective problem-solving skills and reliable follow-through on tasks.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills, interpersonal skills, and a positive, team-oriented attitude.
• Ability to work overtime as needed.
• Proficiency with Microsoft Office, email systems, and standard office equipment.
• Prior experience in roles such as Customer Service Supervisor, Customer Service Lead, Senior Customer Service Representative, Call Center Lead, Client Support Lead, Service Desk Lead, or Customer Care Coordinator is a plus!
Benefits of the Customer Service Lead:
• Health and dental benefits available
• CalSavers retirement program available
• Earn referral bonuses
Responsibilities of the Customer Service Lead:
• Assist Customer Service Representatives by helping resolve customer concerns and authorizing adjustments as needed.
• Serve as the first level of escalation for customer issues and ensure timely, professional resolution.
• Monitor inbound call and email queues and allocate workflow to meet productivity and service goals.
• Communicate cross-departmentally to gather information and assist with customer solutions.
• Provide coaching, direction, and ongoing support to Customer Service Representatives.
• Help facilitate team communication, updates, and process improvements.
• Participate in goal-setting for team members and support performance-driven initiatives.
• Train new team members on procedures, workflow, and customer service standards.
• Document coaching observations and prepare reports for management as needed.
• Support overall department performance, morale, and customer satisfaction.
• Perform additional responsibilities as assigned by the Customer Service Manager.
All candidates meeting the minimum requirements will receive an SMS invite to an AI-based interview. This interview helps us understand your qualifications and experience, and candidates who complete it will receive first consideration. Please expect a text message from (302) 405-6282 within 30 minutes of submitting your application.
See all our current openings and waitlists at jobs.connectstaffing.com!
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