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CSR Team Lead

Job Title: CSR Team Lead

Job Type: Permanent

Location: Richmond, Virginia

Industry: Retail/Customer Service

Experience Level: Mid-Level - 1-3 years in a leadership role in customer service (preferred in Retail)

Education Level: High School or Equivalent

Relocation Assistance: No
Additional requirements/preferences:
Strong interpersonal and team management skills.
Experience with CRM software and ticketing systems.
Ability to resolve escalated customer concerns effectively.

Job Overview: The CSR Team Lead will oversee a team of customer service representatives, ensuring that customer inquiries are handled efficiently and professionally. The role involves training, coaching, and monitoring team performance to deliver exceptional service.

Key Responsibilities:

Supervise and support the customer service team.

Resolve escalated customer issues.

Monitor and improve team performance metrics.

Develop and implement training programs.

Ensure compliance with company policies and procedures.

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