Job Description
Job DescriptionOur Client is hiring a hands-on leader to supervise a small team (3–4) of Customer Service Representatives in a fast/slow (peaks-and-valleys) front-office environment. You’ll split time between coaching and coverage—jumping on phones or the front desk when it’s busy, and making sure schedules, service quality, and daily operations run smoothly when it’s not. This is a steady, onsite role focused on reliability, teamwork, and great customer experiences.
Schedule: Full-time onsite in Bethlehem, PA; occasional short trips to NJ as needed.
Compensation: Up to $48,000/year, non-exempt (hourly) with benefits.
What you’ll do:
- Lead daily operations for a small CSR team; set clear expectations and provide real-time coaching.
- Cover phones and front desk as needed; model calm, professional service during rushes.
- Handle escalations and customer issues with strong de-escalation skills; document incidents.
- Own scheduling & coverage: build/adjust schedules, handle call-outs, and maintain staffing levels.
- Oversee basics of timekeeping (timesheet verification) and coordinate with payroll as needed.
- Prepare daily cash-out/operational reports and keep the workspace organized.
- Help onboard/train new hires and reinforce policies to maintain service quality.
- Collaborate with leadership on process improvements and team communication.
Requirements
- Must-have: Experience that combines phones + in-person customer service (not just one or the other).
- Proven de-escalation and judgment: you know when to resolve, when to escalate, and how to set boundaries respectfully.
- Hands-on leadership: prior lead or supervisor experience in a customer-facing setting.
- Scheduling/coverage experience (building schedules, handling call-outs, swapping shifts).
- Clear, respectful communication and emotional intelligence—especially working with long-tenured team members.
- Solid organization, attention to detail, and basic computer proficiency (email, spreadsheets, POS).
- HS diploma or equivalent required; ticketing/travel/hospitality experience is a plus.