Customer Service Lead
Core
Supervise Customer Service Representatives and handle escalated customer calls for a truck stop and travel center network.
Role type
Customer Service Team Lead
Builds
Enhanced customer experience and operational efficiency for travel centers
Domain
Transportation services / Retail fuel and travel
Deliverable
product features
Required skills
Team supervision, Call handling, Queue monitoring, KPI review, Quality auditing, Schedule management, Policy knowledge
Preferred skills
Advanced English proficiency, Prior supervisory experience, Prior customer service experience, Microsoft Office skills
Responsibilities
Main point of contact for Customer Service Representatives, Handle escalated calls, complaints, and questions, Monitor queue and track inbound calls, Review team and individual KPIs, Perform live monitoring quality audits, Ensure employees follow schedules and track attendance