EW
Customer Service Team Lead (Bilingual/Spanish Speaking)
full-time
About this role
<h3 class="" data-start="553" data-end="574"><strong data-start="557" data-end="572">Job Summary</strong></h3>
<p>The Customer Service Team Lead supports the Customer Service Department by providing front-line leadership, coaching, and performance oversight for customer service representatives. Reporting to the Customer Service Manager, the Team Lead ensures agents deliver consistent service quality, retention, and compliance with established departmental standards and practices.</p>
<p>The Team Lead role is to assist in carrying out department standards at the representative level, serving as the first line of leadership for agents and a direct support resource for escalations, call coaching, and performance tracking. There may be times when the Senior Team Lead is designated to perform Customer Service Manager duties in a backup capacity.</p>
<hr class="" data-start="1046" data-end="1049">
<h3 class="" data-start="1051" data-end="1079"><strong data-start="1055" data-end="1079">Key Responsibilities</strong></h3>
<ul>
<li>Provide ongoing coaching through live call monitoring, QA feedback sessions, and escalation support.</li>
<li>Use established tools to track representative progress and identify performance gaps.</li>
<li>Report any errors, inconsistencies, or training needs to Senior Team Leads or the Manager for correction and action.</li>
<li>Monitor agent performance against established KPIs, QA expectations, and retention goals.</li>
<li>Assist representatives in handling escalated situations and act as the first level of leadership contact for customer issues.</li>
<li>Hold agents accountable for adherence to company policies, attendance requirements, and performance expectations.</li>
<li>Review QA audits with representatives, ensuring understanding of improvement areas.</li>
<li>Conduct team huddles or meetings to communicate updates, reinforce best practices, and address questions.</li>
<li>Distribute daily team performance statistics and escalate significant trends or issues to senior leadership.</li>
<li>Support Senior Team Leads and the Manager in the execution of departmental strategies and initiatives.</li>
<li>Ensure consistent communication between agents and leadership, escalating concerns appropriately.</li>
<li>Reinforce departmental standards while maintaining alignment with decisions made at higher leadership levels.</li>
<li>Support the Customer Service Manager in the recruitment process by conducting and/or assisting with candidate interviews in Spanish to evaluate language proficiency, communication skills, and role suitability.</li>
<li>Help prepare interview materials, questions, and evaluation criteria tailored for Spanish-speaking candidates.</li>
<li>Provide feedback and recommendations to the Customer Service Manager based on interview outcomes.</li>
<li>Perform other duties as assigned by management as business needs arise.</li>
</ul>
<p> </p>
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<h3 class="" data-start="1730" data-end="1752"><strong data-start="1734" data-end="1752">Qualifications</strong></h3>
<ul>
<li>Fluent in Spanish and English</li>
<li>Bachelor’s Degree in Communication or Business Management (or equivalent experience)</li>
<li>3 plus years of customer service or retention experience with a proven track record of customer satisfaction.</li>
<li>3 plus years of experience in teaching or mentoring new hires.</li>
<li>3 plus years of growth and development with strategic evaluation/KPI planning.</li>
<li>Proficient with Microsoft PowerPoint, Word, and Excel</li>
<li>Ability to motivate, teach and inspire staff.</li>
<li>Ability to remain professional and confidential.</li>
</ul>
<p><em>The candidate(s) offered this position will be required to pass a pre-employment background check.</em></p>
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<h3 class="" data-start="2323" data-end="2344"><strong data-start="2327" data-end="2344"><span data-teams="true"><strong>Compensation: $21.50 per hour </strong></span></strong></h3>
<h3 class="" data-start="2323" data-end="2344"><strong data-start="2327" data-end="2344">What We Offer</strong></h3>
<p> </p>
<p><strong>Our Benefits Include:</strong></p>
<ul>
<li>Paid training </li>
<li>Work From Home Opportunity </li>
<li>Computer Equipment Provided</li>
<li>401(k) with company match after 90 days of employment</li>
<li>Medical, Dental, and Vision Insurance</li>
<li>Voluntary Life Insurance</li>
<li>Internet Stipend</li>
<li>Paid Time Off</li>
<li>Holiday Pay</li>
</ul>
<p>Learn more about life at Endurance—connect with us on LinkedIn, Facebook, Instagram, and Twitter.</p>
<p> </p>
<p><strong><span data-contrast="auto">PHYSICAL REQUIREMENTS:</span></strong><span data-ccp-props="{}"> </span></p>
<ul>
<li><strong><span data-contrast="auto"> </span></strong><span data-ccp-props="{}"> </span><span style="font-family: Helvetica, Arial, sans-serif; font-size: 14px;" data-contrast="auto">Sitting or standing for extended periods; repetitive motions; use hands to handle equipment or controls; reach with hands and arms; typing on keyboard; viewing computer screen extended periods; speak clearly and hearing</span><span style="font-family: Helvetica, Arial, sans-serif; font-size: 14px;" data-ccp-props="{}"> </span></li>
<li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Regular use of typical office equipment, computer software, programs, and methods of communication such as a computer, e-mail, phone system, and messaging.</span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Must be able to lift 25 pounds.</span><span data-ccp-props="{}"> </span></li>
</ul>
<p><span data-contrast="auto">Candidates must pass a pre-employment Background Check.</span><span data-ccp-props="{"335559738":240,"335559739":240}"> </span></p><div class="content-conclusion"><p><strong>Equal Employment Opportunity</strong><br>Endurance Warranty Services is proud to be an equal-opportunity employer. We celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Our differences are what make us better together.<span data-teams="true"> <strong>Endurance Warranty is an E-Verify Company</strong>.</span> <br><br><strong>About Endurance</strong><br>Endurance Warranty has been honored with multiple Stevie Awards for being a great place to work, and we’re growing rapidly. We’re a fast-paced company offering limitless opportunities to grow your career. Thanks to our dedicated employees, we provide best-in-class auto repair coverage to customers across the country, protecting people from unexpected and costly breakdowns for almost 15 years. At Endurance, we embrace the entrepreneurial spirit, and you’ll play a role in shaping this dynamic industry. We offer great pay, amazing benefits, and the opportunity to learn and grow.<br> <br>When you work for Endurance, you’re working for a company that cares about you and your future. We empower employees to lead, drive change and give back where they work and live. Our people are our greatest strength, and we’re proud to work as a diverse team to serve our customers and our community.<br> </p>
<p>Therefore, we’ve been honored as a top place to work, including multiple StevieⓇ Awards for the best workplace and great employer. For the last several years, Endurance has also earned a spot-on Selling Power’s “50 Best Companies to Sell For” and consistently makes industry lists from Crain’s and Inc. magazine for our continuous and significant growth. Experts in the industry recognize that our employees care as well—Consumer Affairs highly recommends Endurance, and our customers highly rate us on Google, Trustpilot, and other major online review sites.</p>
<p>Come accelerate your career with us. We’ll give you the tools you need to succeed at work and the flexibility to enjoy life outside of your job.</p>
<p> </p></div>
What you'll do
- The Customer Service Team Lead provides front-line leadership and coaching for customer service representatives, ensuring consistent service quality and compliance with departmental standards. They assist in handling escalated situations and monitor agent performance against established KPIs.
About Endurance Warranty Services, LLC
Endurance Warranty Services, LLC Select A Plan That Works With Your Life & Get The Best Vehicle Protection Plan Available. Custom Vehicle Protection for New & Used Cars. Save Thousands on Auto Repairs. Member Rewards/Discounts. 24-hr Roadside Assistance. Proudly Based in USA.
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Frequently Asked Questions
What does a Customer Service Team Lead (Bilingual/Spanish Speaking) do at Endurance Warranty Services, LLC?
As a Customer Service Team Lead (Bilingual/Spanish Speaking) at Endurance Warranty Services, LLC, you will: the Customer Service Team Lead provides front-line leadership and coaching for customer service representatives, ensuring consistent service quality and compliance with departmental standards. They assist in handling escalated situations and monitor agent performance against established KPIs..
How do I apply for the Customer Service Team Lead (Bilingual/Spanish Speaking) position at Endurance Warranty Services, LLC?
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