Lead Customer Service Representative

About the Role

We are seeking a highly capable, customer-focused, and team-driven Lead Customer Service Representative to serve as a critical frontline lead, escalation authority, and operational backbone within our organization. This is not an entry-level support role — this position carries direct responsibility for managing complex customer interactions, resolving escalated concerns, mentoring team members, and upholding a consistently high standard of service across all touchpoints.

As a lead, you are expected to set the tone for professionalism, accountability, and urgency on your team. You will not only handle a high volume of customer inquiries yourself, but you will also guide, support, and develop the representatives around you — stepping in to de-escalate situations, bridge communication gaps, and model the behaviors and standards the team is expected to reflect.

In addition to direct customer interaction, this role plays a central part in coordinating communication between customers, service technicians, and internal departments — while also serving as a key resource for your team when they need direction, clarity, or support.

Key Responsibilities

• Deliver high-level customer service via phone, email, and live chat, with a consistent focus on resolution, professionalism, and customer satisfaction
• Serve as the primary escalation point for complex, sensitive, or unresolved customer issues — taking full ownership through to resolution
• Support, guide, and mentor customer service team members during live interactions, helping them navigate difficult conversations and improve their approach in real time
• Monitor team performance and communication standards, providing constructive feedback and flagging concerns to management as needed
• Step in to assist or take over interactions when a team member needs support, ensuring no customer is left without a timely, effective resolution
• Manage multiple customer interactions simultaneously while maintaining accuracy, professionalism, and attention to detail
• Address and resolve inquiries related to pool services, maintenance schedules, billing concerns, and account management
• De-escalate challenging situations with confidence, empathy, and a solution-oriented mindset — and coach team members to do the same
• Accurately document all customer interactions, updates, and service details within internal systems, and ensure team members maintain the same standard
• Coordinate effectively with service technicians and internal teams to ensure timely and accurate service delivery
• Identify recurring issues, process gaps, or team training needs, and proactively communicate insights and recommendations to leadership
• Help onboard and train new team members, reinforcing workflows, communication standards, and service expectations
• Maintain composure and efficiency in a fast-paced, high-volume environment — and help stabilize the team during peak demand or challenging periods

Required Skills & Qualifications

• Proven experience in customer service, client support, or a similar role with demonstrated experience handling escalations
• Prior experience in a lead, senior, or supervisory capacity — or a strong track record of informally leading peers and being a go-to resource on a team
• Strong attention to detail and exceptional organizational skills
• Ability to multitask at a high level without compromising quality, accuracy, or team support
• Excellent written and verbal communication skills, including the ability to communicate clearly and calmly under pressure
• Strong problem-solving skills with the ability to think critically in real time — and help others do the same
• Comfortable giving and receiving direct feedback in a professional, constructive manner
• Fast and accurate typing skills with experience in data entry and CRM systems
• Comfortable learning and navigating new tools, systems, and processes quickly
• Professional, confident demeanor with the ability to manage difficult conversations and support others through them

Good to Have

• Experience working in a high-volume contact center or service environment where managing a large number of simultaneous interactions is the norm, not the exception — and where speed and accuracy are equally important
• A demonstrated background in handling escalated or emotionally charged customer situations, with a track record of turning frustrated customers into resolved, satisfied ones
• Prior experience working alongside or coordinating with field technicians, tradespeople, or blue-collar service teams — and an understanding of how to bridge communication between the field and the office effectively
• Comfort working in industries where the pace is driven by physical service delivery — such as home services, property maintenance, utilities, construction, or similar trades-based environments
• An ability to speak the language of the field: understanding the practical realities of technician schedules, service windows, and on-site constraints helps this role communicate more effectively with both customers and the team

Ideal Candidate

The ideal candidate is dependable, proactive, and thrives in a dynamic, fast-paced environment. You are someone who leads by example — not just in the quality of your own work, but in the standard you help others rise to meet.

You don't shy away from difficult conversations; you lean into them with confidence and empathy, and you know how to coach others to do the same. You take ownership of problems, communicate clearly across teams, and stay organized even when priorities shift rapidly.

If you are energized by both solving complex customer issues and developing the people around you — and if you want to play a meaningful role in shaping the culture and performance of a service team — this position is an excellent fit.

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person