Customer Service Lead

Location: North Largo, FL
Opportunity: Contract (6+ months)
Pay: $19/hr
Schedule:

• Schedule Varies
• 8 hr shifts, 2 days off weekly (rotated)
• Facilities open Monday – Saturday 7am – 7pm

CRG Benefits
CRG Contractors who work 30+ hours per week are eligible to elect benefits through CRG after 90 days of employment.
Benefits Options:

• Medical / Health Insurance (Multiple Plan Options)
• HSA and FSA Options (CRG will match $500 of your HSA contributions!)
• Vision and Dental Insurance
• Virtual Visits for Urgent Care, Psychiatry, and Therapy
• 401K - CRG matches up to 4%!
• Life and AD&D Insurance
• Long-Term & Short-Term Disability Insurance
• Accident, Hospital, & Critical Illness Insurance

About the Job: CRG is seeking a Lead Customer Service Representative for a large logistics client in North Largo, FL. In this role, you will have the opportunity to lead and coach teams of customer service representatives to achieve the best possible quality of customer interaction, maintain excellent customer relationships, and ensure timely delivery of company products and services. You will supervise the daily operations of the assigned customer service teams, ensuring superior service to online customers.

About the Company: This $4B+ logistics company is a leading provider of transportation solutions, specializing in connecting shipping teams with carriers through advanced technology. As an organization, they value inclusivity and encourage continuous improvement, recognizing and rewarding hard work. The company is continuing to grow and is ready to help you develop in your career!

Responsibilities:

• Manage daily operations and activities of customer service team, coaching team to ensure they meet KPIs and performance goals
• Support the building and development of an effective and high-performance team
• Maintain daily and weekly statistics for direct reports
• Troubleshoot operational problems and resolve issues to ensure smooth company operations and services
• Analyze department results and complete team reports as required
• Identify and analyze escalated problems and provide guidance to direct reports for resolution
• Serve as point of escalation for transactions requiring advance expertise to resolve complex customer issues and ensure timely follow-up and customer satisfaction

Qualifications:

• 4+ years of customer service experience handling complex transactions and operations
• 1+ years of leadership experience
• MS Office Experience (Word, Excel, Outlook)
• Bilingual in English and Spanish highly preferred
• Call center experience highly preferred