Lead Customer Service Representative

Bloomington, MN | Full-Time

Hero is seeking a Customer Service Team Lead to support daily contact center operations while providing leadership, coaching, and development to a team of Customer Service Representatives.

This is a working lead position, with responsibilities split approximately 25% hands-on Customer Service work and 75% Team Lead responsibilities. The Team Lead plays a critical role in ensuring the team delivers an exceptional customer experience while fostering a strong, positive, and performance-driven culture.

• Handle customer interactions across phone, email, text, and digital channels with professionalism and efficiency
• Support scheduling, rescheduling, and customer inquiries while maintaining high accuracy
• Step in to assist with complex or escalated customer situations as needed
• Lead by example in delivering a consistently high-quality customer experience

• Monitor team workload to ensure tasks are completed accurately and in a timely manner
• Ensure proper documentation and adherence to processes across all customer interactions
• Help manage workflow and support coverage to maintain productivity and service levels across all channels (calls, email, text)
• Act as a primary point of contact for team questions, guidance, and daily support

• Conduct regular quality assurance (QA) reviews of calls, written communications, and documentation
• Provide ongoing coaching, real-time feedback, and performance guidance to team members
• Reinforce expectations around customer experience, productivity, and accuracy
• Identify performance gaps and partner with leadership on development plans

• Assist in onboarding and training new Customer Service Representatives
• Lead or support team huddles, trainings, and communication of process updates
• Reinforce best practices and ensure consistency across the team
• Support the continuous development of team skills and capabilities

• Foster a strong, positive, and accountable team culture focused on performance, customer experience, and collaboration
• Lead by example in professionalism, work ethic, and attitude
• Encourage open communication, teamwork, and mutual support
• Recognize and celebrate team and individual accomplishments
• Help create an environment where team members feel supported, motivated, and engaged

• Strong communication, coaching, and interpersonal skills
• High attention to detail and commitment to process adherence
• Strong technological proficiency and ability to navigate multiple systems effectively
• Demonstrated ability to learn and adapt quickly to new systems, tools, and workflows
• Ability to multitask and balance individual responsibilities with team leadership duties
• Strong organizational skills and ability to prioritize in a fast-paced environment
• High personal accountability and professional integrity

• Team consistently meets quality, productivity, and documentation standards
• Strong and improving customer experience across all channels (including calls)
• Timely completion of team tasks and efficient workflow management
• Measurable improvement in individual CSR performance through coaching
• High team engagement and a consistently positive, accountable culture

The CSR Team Lead is essential to both day-to-day execution and team development. By balancing direct customer interaction with leadership responsibilities—and driving team performance—this role ensures operational success while building a strong, engaged, and high-performing team.