Lead Customer Service Representative
Customer Service
Customer Service
Jacksonville , Florida Contract Jul 22, 2026
Lead Customer Service Representative
Location: Jacksonville, FL
Pay: $31.25/hour
Schedule: Friday - Tuesday | 12:00 PM - 9:00 PM
Contract Length: 13 Weeks, contract to hire
Job Overview
We're looking for an experienced Lead Customer Service Representative to oversee the daily operations of a customer service team. In this role, you'll coach and support team members, handle customer escalations, monitor performance, and help ensure an excellent customer experience in a fast-paced environment.
Responsibilities
- Lead and supervise the daily activities of a customer service team.
- Coach, mentor, and develop team members to achieve performance goals.
- Monitor team productivity and maintain daily and weekly performance reports.
- Analyze team results and identify opportunities for improvement.
- Troubleshoot operational issues and provide solutions.
- Handle escalated customer concerns and ensure timely resolution.
- Serve as the main point of contact for complex customer issues.
- Complete required reports and communicate team performance.
Qualifications
Required:
- 4+ years of customer service experience, including troubleshooting complex customer issues.
- At least 1 year of team lead or supervisory experience.
- Proficiency with Microsoft Office (Word, Excel, and Outlook).
Preferred:
- Call center experience.
- Bilingual in English and Spanish.
- Strong problem-solving and customer service skills.
- Excellent organizational and multitasking abilities.
- Ability to work well under pressure and deliver outstanding customer service.
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Seniority Level: Mid-Senior Level