Customer Support Lead

Job description

Key Responsibilities Customer Service & Operations: - Serve as the lead point of contact for escalated customer inquiries, concerns, and issue resolution - Ensure timely and accurate order entry, order status updates, and customer communication - Monitor service levels and ensure adherence to company standards and response times - Coordinate with warehouse, drivers, installers & management to resolve service or delivery issues - Maintain strong relationships with customers to support retention and satisfaction Team Leadership & Support: - Provide day-to-day direction, guidance, and support to CSR team members - Assist with onboarding and training of new Customer Service Representatives - Reinforce company policies, procedures, and service expectations - Monitor team performance and provide real-time coaching and feedback - Serve as a resource for team members on systems, processes, and customer situations Quality & Process Improvement: - Review orders and customer interactions for accuracy and compliance - Identify opportunities to improve processes, efficiency, and customer experience - Support implementation of new tools, systems, or procedures (e.g., UKG, CRM updates) - Ensure d...