Job Description

The Lead Customer Service Representative (LCSR) serves as a working leader within the Customer Response Center (CRC), providing coaching, operational oversight, real‑time support, and serving as the primary escalation point for Customer Service Representatives (CSR). This role balances frontline customer service responsibilities with leadership functions such as workflow coordination, quality oversight, reporting, performance support, and process improvement. The Lead helps ensure efficient operations, high service quality, and a strong, engaged team environment.

DUTIES & RESPONSIBILITIES

Team Support & Coaching

• Provide ongoing coaching, support, and feedback to CSR's to help them achieve productivity, quality, and service goals.
• Serve as the first escalation point for complex customer issues, scheduling challenges, payment concerns, and service breakdowns.
• Manage and assist with customer escalations via phone and email.
• Assist with training, onboarding, and skill development for new hires and existing team members.
• Conduct quality assessments of calls, communication, documentation, and data entry accuracy.
• Help manage daily workflow, ensuring adequate coverage, balanced workload distribution, and timely response to customer needs.
• Plan for and execute ways to recognize, motivate, and create a high level of engagement across the team.
• Provide support for the Customer Success Manager (CSM) during times of absence, make team‑level decisions, lead meetings, and provide accountability for the CSR team.
• Assist the CSM in the recruitment process, including participating in interviews.
• Promote a calm, solutions‑focused environment during high‑volume or emergency periods.
• Actively monitor the phone queue, Service Trackers, portals, and mailboxes the CRC supports, maintaining focus on high efficiency, accountability for outstanding performance levels, and providing real‑time feedback on opportunities for gap closure.

Operational Responsibilities (Working Lead Role)

• Support incoming emergency and non‑emergency service requests as needed to maintain service levels.
• Prioritize services based on urgency, customer need, and operational impact.
• Enter and verify information in systems, logs, and road‑service records with accuracy and completeness.
• Monitor technician routes, locations, and schedules to assist with routing, prioritization, and ETA communication.
• Determine customer account status, including payment needs and credit authorization requirements.
• Review and assist with the creation of miscellaneous purchase orders as needed.
• Ensure all service requests are complete, detailed, and properly documented for timely service response.
• Conduct customer follow‑up to confirm service completion, address additional needs, and identify future service opportunities.
• Oversee accurate data entry for customers and third‑party vendors.
• Assist with preparing and reviewing estimates, repair orders, memos, documentation, and customer communication.

After‑Hours & On‑Call Support

• Support after‑hours or on‑call rotations as needed, including filling in for uncovered shifts to maintain team coverage.
• Participate in a bi‑weekly on‑call rotation, providing support, guidance, and answering escalations outside normal business hours.
• Shifts vary and depend on business needs.

Process Improvement & Cross‑Team Collaboration

• Identify workflow, communication, or process gaps and recommend improvement solutions.
• Collaborate with internal teams, and service support departments to ensure seamless service delivery.
• Communicate operational trends, recurring issues, or customer challenges to the CSM with recommended actions.
• Create and maintain reports that drive the success of the CRC and support teams.
• Proactively seek out opportunities for improvement by partnering with leaders and professionals across the organization.
• Participate in team meetings, huddles, and ongoing training initiatives..

EDUCATION & TRAINING

• High School Diploma (or GED or High School Equivalence Certificate

KNOWLEDGE & EXPERIENCE

• Experience in dispatching, customer service, service coordination, or similar operational environments.
• Experience mentoring, training, or providing elevated support to peers.

SKILLS & ABILITIES

• Intermediate proficiency with Windows-based systems including Microsoft Applications such as Teams, Word, Excel, PowerPoint, and Outlook email.
• Strong verbal and written communication skills, including active listening.
• Ability to multitask and manage multiple breakdown situations in a fast‑paced environment.
• Strong organizational and time‑management abilities.
• Service‑oriented mindset with strong problem‑solving capabilities.
• Ability to remain calm and professional under pressure.
• Demonstrated critical thinking skills and ability to execute on multiple priorities simultaneously.
• High level of professionalism with previous experience interacting with all levels of management.
• Strong quantitative, analytical, and critical thinking skills with demonstrated use of data and metrics to drive decision‑making and continuous improvements.

WORKING CONDITIONS

WORK ENVIRONMENT

This role is performed in a professional office environment using standard office equipment such as computers, phones, photocopiers, fax machines, and filing systems.

Occasional exposure to warehouse or shop areas may occur, requiring PPE such as safety glasses or steel‑toed footwear.

PHYSICAL DEMANDS

• Reaching above shoulder heights, below the waist, or lifting as required when filing documents and storing materials.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Sitting for extended periods of time.
• Occasional lifting of up to 25 lbs (documents, printouts, or supplies).

DISCLAIMER

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.