Job Description

Job Title: Customer Service Team Lead (Player-Coach)

Are you a customer service pro who loves to lead by example? We are looking for a sharp, reliable, and organized Team Lead to be the heartbeat of our office. In this role, you aren’t just a supervisor---you are the lead Customer Service Representative, showing the team what "great" looks like while ensuring the daily gears of the office turn smoothly.

If you have a "no task too small" attitude and the natural ability to keep a small team on track, we want to talk to you.

The Role

As the Team Lead, you will balance high-level service with operational oversight. You will personally handle customer interactions while managing the workflow for two other CSRs. Your goal is simple: ensure every customer feels heard and every office task is completed accurately and on time.

What You’ll Do

• Lead from the Front: Act as the primary point of contact for customers via phone, email, and text.
• Workflow Management: Oversee the daily "to-do" list for the front office, ensuring the team stays productive and deadlines are met.
• Mentorship: Support and guide two CSRs, providing answers to their questions and maintaining high service standards.
• Operations: Manage order processing, returns, and exchanges with high accuracy in our database.
• Financial Integrity: Handle cash and credit transactions and oversee proper payment procedures.
• Process Improvement: Work with management to find ways to make our office run even better.

What You Bring to the Table

• Experience: A solid background in customer service (Sales or QuickBooks experience is a major plus).
• Leadership DNA: You don't wait to be told what to do; you see a gap and fill it.
• Communication: Elite phone etiquette and the ability to handle pressure with a smile.
• Reliability: You understand that as a leader, your presence is vital to the team's success.
• Detail-Oriented: You catch the small errors before they become big problems.

Schedule & Availability

• Monday – Friday: 8:00 AM – 4:30 PM.
• Saturdays: 8:00 AM – 12:00 PM (Rotated).
  • Note: When you work a Saturday, you get your choice of a half/full day off during the week or overtime pay. We are closed Saturdays in January and February!

Why Join Us?

• Health Insurance: Company pays 50% of your premium.
• Retirement: 401(k) with company matching.
• Growth: On-the-job training and a supportive environment.
• Time Off: Paid vacation, sick leave, and holidays.
• Culture: We value reliability, teamwork, and employee appreciation.

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