Lead Customer Service Representative

Location: Missouri City, TX 77489
Duration: 6-week contract, contract to hire 
Pay Rate: $20.00 – $21.00/hour
Schedule: 5:30am-2:30 pm M-W off THUR, FRI-SAT

Position Overview
We are seeking a Lead Customer Service Representative to oversee daily operations and support a team of customer service specialists. This role is responsible for ensuring high-quality service delivery, resolving escalated issues, and driving team performance in a fast-paced environment.

You’ll play a key role in coaching team members, improving processes, and ensuring customers receive timely and effective support.

Key Responsibilities

• Supervise and coordinate daily activities of the customer service team
• Monitor team performance and ensure key performance metrics are met
• Track and report daily/weekly performance statistics
• Analyze team and departmental results to identify improvement opportunities
• Troubleshoot operational and customer service issues
• Handle escalated customer concerns and provide guidance on complex cases
• Serve as the main escalation point for high-level customer issues
• Prepare and complete required team reports
• Support team development and foster a high-performance environment

Qualifications
Required

• 4+ years of customer service experience handling complex issues
• 1+ year of team lead or supervisory experience
• Proficiency in Microsoft Office (Word, Excel, Outlook)

Preferred

• Call center experience
• Bilingual (English/Spanish)
• Strong problem-solving and customer service skills
• Excellent multitasking and organizational abilities
• Ability to work effectively in a fast-paced, high-pressure environment

Category Code: JN003
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