Position Overview

Ultimate Staffing is actively seeking a service-driven and motivated Customer Service Lead to join their client's team in Jamestown, North Carolina. This full-time, on-site role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about creating a strong customer experience.

As the Customer Service Lead, the successful candidate will oversee and develop a team of three Customer Service Representatives, ensuring exceptional post-purchase support across all channels. The role involves managing escalated issues, guiding the team through complex customer situations, and coordinating closely with warehouse and logistics partners to resolve claims, damages, and service requests. Strong leadership, communication skills, and a solutions-focused mindset are essential for this position.

Key Responsibilities

• Lead and manage a team of three customer support agents, handling phone and email inquiries.
• Take ownership of escalated calls and complex customer issues.
• Monitor and improve team performance through coaching, call audits, and performance evaluations.
• Coordinate order flow logistics, including repair scheduling and warehouse communication.
• Conduct regular check-ins with staff and weekly coordination calls with partner warehouses.
• Collaborate with external partners, including warehouses and carriers, to resolve order issues.
• Step in to support team tasks when team members are on leave or roles are unfilled.
• Uphold and reinforce service standards to ensure consistent customer satisfaction.

Skills & Abilities

• Strong computer and technical proficiency.
• Excellent written and verbal communication skills.
• Exceptional organizational and prioritization ability.
• Team-oriented, collaborative work style.
• Calm, resourceful, and effective under pressure.

Qualifications

• 3+ years of customer service experience, preferably in e-commerce or retail.
• 2+ years of team leadership or managerial experience in customer-facing roles.
• Experience in the furniture or home goods industry is a plus.
• Strong work ethic, high reliability, and a genuine desire to help customers.
• Education requirement is a Bachelor's degree.

What We Offer

• Health, dental, and vision insurance.
• Life insurance.
• Paid time off.
• 401(k) match.
• Employee discounts.

Schedule

Monday-Friday, either 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM.

Compensation

$53,000 - $65,000 per year, based on experience. Hourly range: $25.48 - $31.25.

If you're a motivated leader who excels at elevating customer experience and supporting a high-performing team, consider applying for this supervisory position.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.