Customer Service Representative

Robert Half • Jonesboro, GA • 2h ago

Description

Job Summary:

We are seeking a highly skilled Customer Service Representative to lead and elevate our customer support operations. This role is responsible for managing service teams, improving customer satisfaction, developing performance standards, and ensuring a consistent, high-quality customer experience across all touchpoints. The ideal candidate is a strategic leader with strong people management, process improvement, and conflict resolution skills.

Key Responsibilities:

Lead, coach, and develop a customer service team to achieve performance and service goals

Oversee daily customer support operations across phone, email, chat, and other service channels

Monitor customer interactions to ensure quality, professionalism, and timely issue resolution

Analyze service metrics, customer feedback, and team performance to identify trends and improvement opportunities

Establish and enforce customer service policies, procedures, and best practices

Handle escalated customer concerns and resolve complex service issues effectively

Partner with cross-functional teams to improve the customer journey and address recurring problems

Develop staffing plans, schedules, and workflows to maintain service levels

Train team members on systems, products, communication standards, and service expectations

Prepare reports and present insights on customer satisfaction, service efficiency, and operational performance

Support continuous improvement initiatives to enhance processes, retention, and service quality

Success Measures:

Improved customer satisfaction and retention

Reduced response and resolution times

Increased team productivity and service quality

Strong employee engagement and retention within the service team

Effective handling of escalated issues and process improvements

Requirements

Required Qualifications:

5+ years of customer service experience, including leadership or management responsibility

Strong leadership, team-building, and employee development skills

Excellent verbal and written communication skills

Proven ability to manage escalations and resolve customer issues with professionalism

Experience using CRM and customer support platforms

Strong analytical and problem-solving abilities

Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications:

Experience leading customer service operations in a high-volume environment

Knowledge of KPI tracking, workforce planning, and service quality monitoring

Background in process improvement or customer experience strategy

Experience with training, coaching, and performance management

Key Skills:

Customer relationship management

Conflict resolution

Team leadership

Performance management

Service operations

Process improvement

Communication

Data analysis

CRM systems

Problem-solving

TalentMatch®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .

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