Customer Service Team Lead

TEKsystems • Mesa, AZ • 8h ago

Job Title: Customer Service Representative & Team Lead - Textbook Store

Description:

We are seeking a dedicated and experienced Customer Service Representative (CSR) to not only support our customers but also lead a team of 10 CSRs. Our store serves as the official online bookstore for high schools across the country, and we pride ourselves on delivering exceptional service.

In this dual-role position, you will handle customer inquiries, resolve order-related issues, and provide end-user support. You will also be responsible for guiding and mentoring your team to ensure high performance and consistent service quality.

Key Responsibilities:

Respond to customer inquiries via phone, email, and instant messaging regarding products, orders, and the purchasing process.

Address and resolve customer complaints with empathy and efficiency.

Lead, support, and coach a team of 10 CSRs to meet performance goals.

Perform data entry and process customer orders accurately.

Communicate effectively with clients, schools, and customers-expect a high volume of email communication (approximately 70% of the day), with the remaining time spent on phone support and research.

Complete additional tasks and projects as assigned.

Required Skills & Qualifications:

Minimum 3 years of customer service experience.

At least 1 year of experience in a team lead or supervisory role.

Strong computer proficiency, including:

Google Workspace (Gmail, Google Drive)

Microsoft Office Suite (especially Outlook)

Excellent written and verbal communication skills.

High attention to detail and strong problem-solving abilities.

Ability to multitask and thrive in a fast-paced environment.

Experience Level:

Intermediate

Pay and Benefits

The pay range for this position is $22.00 - $22.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Mesa,AZ.

Application Deadline

This position is anticipated to close on Jun 13, 2025.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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