Lead Bilingual (Spanish) Customer Service Representative 

Location: Chesapeake, Virginia 23323
Duration: 26 Weeks, contract to hire 
Shift Details: Must be available Friday and Saturday — this is a 5-day operation (Tue–Sat) with Sunday off guaranteed, 6-day operation during holidays.  First Shift: 6:00 AM – 3:00 PM – Candidate may rotate hours based on operational needs.
Pay Rate: $21.00/hr

JOB DESCRIPTION
Overview
This is a dispatch-heavy role in a fast-paced delivery warehouse — not your typical customer service job. The Lead CSR acts as the central point of communication between our in-home driver teams, their contractor leadership, and operations. This role is all about real-time problem solving, clear communication, and accountability.

We are looking for someone mature and experienced, ideally with a hands-on background (such as handyman work, appliance installation, or furniture assembly) who can speak confidently to driver teams and customers alike. 

Schedule & Shift Details

• Must be available Friday and Saturday — this is a 5-day operation (Tue–Sat) with Sunday off guaranteed, 6-day operation during holidays.
• First Shift: 6:00 AM – 3:00 PM
• Candidate may rotate hours based on operational need.

RESPONSIBILITIES
Key Responsibilities
Dispatch & Route Oversight

• Monitor 6-10 daily routes and stay in direct phone contact with driver teams during deliveries
• Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues
• Address driver performance concerns and escalate to contractor leadership if teams are unresponsive or non-compliant
• Maintain real-time awareness of route exceptions, delays, and customer escalations

Customer Escalation Support

• Communicate with customers during in-home deliveries when drivers need assistance explaining services
• De-escalate complaints and clarify expectations
• Act as a liaison between the customer and driver teams to preserve the experience and protect the brand

Warehouse Check-In Support (AM)

• Direct driver teams returning from their routes on trash segregation and haul-away drop zones
• Ensure drivers complete the check-in process before leaving
• Identify and report any non-compliance or missing assets

Team Leadership & Communication

• Serve as lead over CSR support staff during shift; provide direction and escalation support
• Capture daily service disruptions, late departures, and unscanned badges
• Share key issues and recommendations with the Ops Manager for follow-up

QUALIFICATIONS
Requirements

• Fluent in Spanish and English — must be able to speak, listen, and translate clearly in both languages
• 3+ years in dispatch, field operations, or logistics (appliance/furniture preferred)
• Strong phone presence — assertive, calm under pressure, and capable of influencing others
• Comfort working in a warehouse environment with live driver communication
• Reliable and professional demeanor — this is a customer-facing position, even if you're behind the scenes

Preferred Experience

• Prior work in appliance installation, furniture assembly, or handyman/trade roles
• Previous leadership experience in a dispatch, warehouse, or delivery setting
• Familiarity with Descartes Route Planner, CLX, or other TMS systems

Category Code: JN003
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