Lead Customer Service Rep

Job Title
Lead, Customer Service Representative

Location
North Largo, FL

Compensation & Schedule

• $19.00 per hour

• Shifts vary: 7am-4pm, 8am-5pm, 9am-6pm, or 10am-7pm; Monday-Saturday with rotating days off

• Full-time, Contract

• Start date: ASAP

Role Impact
As the Lead Customer Service Representative, you will guide a team of specialists delivering exceptional service to online customers. You'll play a key role in solving problems, improving service outcomes, and supporting team success through daily leadership and oversight. This role helps drive customer satisfaction and loyalty through fast, accurate support and hands-on issue resolution.

Key Responsibilities

• Lead daily operations of a customer service team to achieve performance goals

• Monitor and report individual team member statistics on a daily/weekly basis

• Troubleshoot operational issues and support service escalations

• Guide team on handling complex customer cases and ensure quality resolutions

• Maintain team reports and analyze results to improve service delivery

Minimum Qualifications

• 4 years in customer service, including 1 year in a team lead role

• Proficient in Microsoft Office (Word, Excel, Outlook)

Core Tools & Systems
CRM platforms
• Microsoft Excel
• Microsoft Outlook
• Microsoft Word
• Telephony systems
• Ticketing tools
• Workflow dashboards

Preferred Skills

• Call center experience

• Bilingual in English and Spanish

• Ability to multitask and resolve issues under pressure

EEO / ADA Statement
We are an equal opportunity employer and provide reasonable accommodations upon request.