Job Description
Join our dynamic team at Urban Solutions Inc. and become the voice of our Chicago community! We're urgently seeking a Customer Service Lead to support our rapidly growing operations. This role offers immediate start date and competitive benefits in the heart of downtown Chicago. Help us deliver exceptional service while advancing your career in a supportive environment.
Responsibilities
- Lead a team of 5 customer service representatives in daily operations
- Handle escalated customer inquiries with empathy and efficiency
- Develop and implement service improvement strategies
- Train new hires on company protocols and systems
- Monitor performance metrics and report to management weekly
- Collaborate with sales team to resolve complex client issues
- Maintain accurate documentation of all interactions
Qualifications
- 3+ years of customer service experience in a lead/supervisory role
- Proficiency with Zendesk and Salesforce CRM platforms
- Strong problem-solving abilities with conflict resolution skills
- Excellent written and verbal communication in English
- Ability to work flexible shifts including weekends
- High school diploma or equivalent required
- Chicago residency preferred for local engagement
- Microsoft Office Suite certification a plus