Job Description
Job DescriptionKey Responsibilities
- Lead, coach, and motivate a team of customer service representatives to achieve performance and service goals
- Oversee daily customer service operations across phone, email, chat, and/or in-person channels
- Monitor and analyze customer service metrics (CSAT, NPS, response time, resolution rate, etc.) and implement improvement plans
- Handle escalated customer issues and ensure timely, effective resolution
- Develop, document, and improve customer service policies, procedures, and workflows
- Partner with cross-functional teams (Sales, Operations, Product, Training) to improve customer experience
- Conduct regular performance reviews, coaching sessions, and training initiatives
- Manage scheduling, staffing levels, and workload distribution to meet business needs
- Identify trends in customer feedback and recommend actionable solutions
- Support onboarding and continuous development of customer service staff
Pay Details: $24.00 to $28.00 per hour
Search managed by: Maddie Weinstock
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.