Customer Service Lead at Refreshed Tech

Ashley, Indiana, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jul, 26

Salary

25.0

Posted On

04 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Performance Management, Conflict Resolution, Problem Solving, CRM Systems, Multi-channel Support, Coaching, Communication, Escalation Management, Data Analysis, Onboarding, Training, Workflow Optimization, Logistics Support

Industry

IT Services and IT Consulting

Description

The Customer Service Lead – is a hands-on role responsible for overseeing daily operations within a high-volume, multi-channel customer support environment. This position supports and coaches Customer Service Representatives while actively handling their own customer interactions across phone, email, and chat. The Customer Service Lead will serve as the first point of escalation, a performance driver, and a culture leader within the call center located at our Corporate office in Ashley, Indiana. Essential Duties, Functions and Responsibilities: * Oversee and assist customer service representatives in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints in a timely manner. * Ensure adherence to company policies, customer service standards, and communication guidelines. * Act as the first escalation point for complex customer issues, including delivery delays, order discrepancies, and service concerns. * Monitor team performance metrics (call volume, response time, resolution rates, CSAT) * Conduct real-time coaching, feedback, and performance guidance to identify opportunities to improve workflows, scripts, and customer communication. * Identify trends in customer inquiries (especially delivery/logistics issues) and escalate systemic concerns. * Assist in onboarding and training of new hires. Competencies/Skills/Abilities: * Excellent interpersonal and customer service skills. * Ensure consistent, high-quality customer experience across all communication channels. * Ability to resolve escalated customer issues with professionalism and urgency. * Handle inbound and outbound customer interactions via phone, email, and chat formats. * Maintain accurate documentation of customer interactions in CRM systems. Required Education and Experience: * High School Diploma * 2–5 years of experience in a customer service or call center environment * 2+ year of leadership, lead, or supervisory experience * Experience in a high-volume, multi-channel support environment (phone, chat, email) * Strong problem-solving and conflict resolution skills * Ability to multitask and manage competing priorities in a fast-paced environment * Proficiency in CRM systems and customer service platforms Work Environment: Work is typically performed at our Corporate office, indoors in an environmentally controlled office environment. There is little to no exposure to extreme environmental conditions and/or job hazards.

Responsibilities

The Customer Service Lead oversees daily operations and supports team members in a high-volume, multi-channel support environment. They act as the primary escalation point for complex customer issues while monitoring performance metrics and providing real-time coaching.