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Customer Service Lead

https://www.roberthalf.com Logo

Robert Half

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Location:
United States , Grand Rapids

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

We are looking for a motivated and experienced Customer Service Lead to manage and guide a team of customer service representatives in a dynamic call center setting. This position is based in Grand Rapids, Michigan, and offers the opportunity to work in the machinery manufacturing industry. As a Contract to permanent role, it is ideal for individuals seeking a long-term career path with growth potential. In this role, you will oversee daily operations, drive performance excellence, and ensure customer inquiries are handled swiftly and with attention to detail.

Job Responsibility:

  • Lead and inspire a team of customer service representatives, fostering a positive and productive work environment
  • Oversee multiple customer service queues to ensure efficient and prompt handling of inquiries
  • Conduct regular team meetings, coaching sessions, and performance evaluations to support skill development
  • Resolve escalated customer issues with attention to detail and timeliness
  • Monitor service levels and call queues to ensure adherence to brand standards and service level agreements
  • Develop and implement training programs to enhance team skills and familiarity with company policies and products
  • Assist in creating and maintaining Standard Operating Procedures (SOPs) for operational consistency
  • Manage departmental reporting, warranty claims, and brand website listings
  • Collaborate with cross-functional teams to ensure smooth execution of projects and operational tasks
  • Support operational processes such as product returns, order audits, and system training for service partners

Requirements:

  • Proven leadership skills with experience managing customer service teams in a call center environment
  • Strong analytical abilities to interpret performance metrics and identify improvement opportunities
  • Excellent communication and interpersonal skills for effective team collaboration and conflict resolution
  • Proficiency in call center software and Microsoft Office applications
  • Ability to adapt to a fast-paced work environment and manage multiple responsibilities
  • High attention to detail and accuracy in all tasks
  • Bachelor’s degree or at least 4 years of relevant experience
  • Availability to work occasional night and weekend hours, as required
What we offer:
  • medical, vision, dental, and life and disability insurance
  • eligible to enroll in our company 401(k) plan

Additional Information:

Job Posted:
February 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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