Client Services Team Lead (Overnight)

Job Title: Client Services Team Lead (Overnight)

Location: Remote/Hybrid - USA

Reports to: Key Account Manager

Department Name: Account Management

Job Type: Full Time, Non-Exempt

Work Schedule: Monday–Friday, overnight shift; 10:00 p.m.–7:00 a.m. ET or 11:00 p.m.–8:00 a.m. ET

Compensation: Starting at $25/hour (Actual compensation is commensurate with job related knowledge, skills, experience, etc.) 

Position Summary

The Client Services Team Lead serves as a liaison between the Client Services Associate(s), Key Account Manager and other departments to ensure all client service issues and additional service requests are resolved promptly and thoroughly. Reporting to the Key Account Manager, this position plays a crucial role in escalated issue resolution and ensuring timely service execution.

Essential Duties & Key Responsibilities

• Ensure all service issues and requests for additional services are received, documented appropriately, responded to, followed up on, and closed in the system in a timely and thorough manner
• Resolve complex and escalated client issues in an efficient fashion in accordance with our standard operating procedures
• Provide oversight as needed to ensure that team member inquiries or client requests are accurately and efficiently fulfilled
• Ensure and measure effectiveness of issue documentation, resolution, and follow-up for each team member
• Ensure and measure scheduling and completion of additional services with both hauler and store location for each team member
• Ensure and measure the dispatching of extra services in the system
• Track and analyze quality and productivity metrics; Generate and analyze reports to ensure that calls are being effectively managed and closed by team
• Assign as needed and monitor completion of customer service-related projects to team members
• Coach and mentor team members with a focus on continuously improving the quality of customer service.
• Foster and promote teamwork to support a positive working environment
• Ability to travel and/or work onsite as needed.
• Performs other duties as assigned or apparent.

Supervisory Responsibilities:

• This position has no direct supervisory responsibilities.
• May assist with onboarding and training of new team members on Client Service processes, systems, and procedures as assigned.
• Supports knowledge sharing and continuous improvement efforts within the Account Management function.

Experience & Qualifications:

• High school diploma/GED required, Bachelor’s degree in a related field preferred.
• 2+ years of experience in customer service roles.
• Proficiency with Microsoft Office and Excel.
• Strong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Exceptional interpersonal skills, with the ability to interface effectively with stakeholders at all levels of the organization.
• Strong customer service orientation with the ability to handle inquiries and requests efficiently and professionally.
• Attention to detail and a commitment to accuracy in all aspects of account management.
• A proactive, can-do attitude with a willingness to take ownership of tasks and drive them to completion.
• Strong problem solving and critical thinking skills.
• Ability to work effectively and independently with minimal supervision, while also being a team player who thrives in a collaborative environment.
• Discretion and trustworthiness in handling sensitive information and supporting high-level strategic initiatives.
• Travel and/or onsite work will be on an as needed basis.

Physical Demands and Working Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• While performing the duties of this job in a home office setting, the employee is regularly required to work on a computer for extended periods of time.
• Frequent use of a computer requires fine motor skills and hand-eye coordination.
• Ability to sit for extended periods while working from home or a designated workspace.
• Ability to perform tasks that require sustained attention and focus.
• Occasional lifting of materials up to 25 pounds.
• Travel to attend team meetings may be required.
• To facilitate working from home, and as a requirement for this role, the employee must provide reliable internet connection with sufficient bandwidth to execute all job functions and technology setup conducive to remote work. The company laptop will be provided.
• A quiet, distraction-free workspace is required for maintaining productivity.
• Collaboration with team members may occur through virtual meetings and communication platforms.