Lead Customer Service Representative

Lead Customer Service Representative Location: Newnan, GA 30265Pay Rate: $22.00/hourContract Length: 13 weeks, protentional for conversion to FTESchedule: Sunday, Monday, Tuesday, Friday, and SaturdayHours: 12:30 PM–9:00 PM Job SummaryWe are seeking a Lead Customer Service Representative to supervise and support a team of customer service representatives. This position will oversee daily operations, coach team members, monitor performance, resolve escalated customer issues, and help ensure a high level of customer satisfaction.The ideal candidate is an experienced customer service professional who is comfortable leading a team, handling complex customer concerns, and working in a fast-paced environment. ResponsibilitiesSupervise and organize the daily activities of a customer service teamMonitor team performance and ensure key performance goals are metCoach and support team members to improve performance and customer serviceMaintain daily and weekly performance statistics for team membersReview and analyze department resultsTroubleshoot operational and customer service issuesComplete required team reports and documentationReview escalated customer issues and provide guidance for resolutionServe as a point of escalation for complex customer concernsResolve difficult transactions requiring advanced knowledge and judgmentEnsure timely follow-up on customer issuesPromote positive customer relationships and overall customer satisfactionSupport a collaborative, high-performing team environment QualificationsRequired:4 years of customer service experienceExperience handling complex customer transactions and troubleshooting issuesAt least 1 year of team lead or supervisory experienceProficiency with Microsoft Office, including Word, Excel, and OutlookStrong communication and customer service skillsAbility to resolve customer issues effectivelyStrong organizational and multitasking skillsAbility to work effectively in a fast-paced environment PreferredCall center experienceBilingual English/SpanishExperience coaching or developing customer service teamsStrong problem-solving and decision-making skillsAbility to remain calm and professional under pressure Category Code: JN003SeniorityLevel: Mid-Senior