Lead Customer Service Representative

Lead Customer Service RepresentativeOur client, a leading transportation and logistics company, is seeking a Lead Customer Service Representative to join their team! As a Lead, Customer Service Rep you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. This person will lead and coach the team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. Opportunity: 9-week contract (Potential to go permanent)Schedule: Monday – Saturday 11am-8pm (Off Sundays and one additional day during the week)Location: Suffolk, VAPayrate: $20-$21/hour ResponsibilitiesDirectly organize and supervise day-to-day operations and activities of a customer service team to achieve key performance goalsSupport the building and developing of an effective and high-performance teamMaintain daily and weekly statistics for individual direct reportAnalyze department resultsTroubleshoot operational problemsComplete team reports as requiredIdentify and analyze escalated problems and provides guidance to direct reports for resolutionServe as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction Qualifications4+ years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience1 year of Dispatch experience; routing, route monitoring, and working with delivery teams, etc.Experience with Microsoft Office (Word, Excel, & Outlook)Experience in a call center environment preferred Category Code: JN003SeniorityLevel: Associate