Customer Service Lead

Duties and Responsibilities

• Serves as the primary escalation point for complex client and lessee issues.
• Provides day-to-day guidance, mentoring, and support to Client Service Representatives.
• Promotes and reinforces CULA service standards and best practices across the team.
• Maintains strong relationships and communication practices with CULA’s credit union clients.
• Handles advanced or sensitive client inquiries and resolutions.
• Communicates directly with credit unions regarding end-of-term issues and operational solutions.
• Makes outbound and responds to inbound calls and emails from credit union clients.
• Provides service to lessees and supports data entry and processing functions as departmental workload requires.
• Prepares for customer and client inquiries by maintaining expert-level knowledge of products, services, and processes.
• Reviews account history, researches documentation, and ensures timely and accurate responses.
• Orders and monitors lease agreements for credit unions, CDK, and Reynolds & Reynolds.
• Documents inquiries, resolutions, and interactions within customer accounts.
• Identifies operational inefficiencies and recommends process improvements, automation opportunities, and service enhancements.
• Maintains operational expertise in The Seamless Lease Connection and recommends enhancements.
• Participates in software testing and provides structured feedback to improve system functionality.
• Assists leadership with reporting trends, recurring issues, and improvement opportunities.
• Leads onboarding and operational training for new team members.
• Provides client training related to leasing operations, onboarding, and implementations.
• Develops and updates user guides, operating procedures, program documentation, and training materials.
• Supports continuous learning initiatives within the department.
• Partners with leadership on departmental initiatives and operational projects.
• Assists with implementation activities for new credit union clients.
• Supports change management efforts and adoption of new processes or systems.
• Approximately 15% travel to client locations may be required.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Range

Pay Range: $26 - $30 per hour depending on experience. The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

What We Offer

• Medical, Dental, and Vision benefits
• Life Insurance and Long-term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Employee Loan Assistance
• Annual Flu Shot
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• HGym (available in our Los Angeles, CA & Dallas, TX office)
• Rental Car Discounts, Dell Member Purchase Program
• UKG Wallet