Lead Customer Service Representative Leftbank Art - 1.7 La Mirada, CA Job Details Full-time $26 - $28 an hour 21 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Qualifications Live chat Active listening Interpersonal skills High school diploma or GED Continuous improvement Full Job Description Job Summary We are seeking a dedicated and customer-centric Lead Customer Service Representative to join our team. In this role, you will be responsible for assisting customers with inquiries, resolving issues, and providing exceptional service to enhance customer experience, while also serving as a point of escalation and guidance for the Customer Service team. The ideal candidate is a strong communicator, problem-solver, and natural leader.

Key Responsibilities:

Communication & Support Respond to customer & Sales Rep inquiries via phone, email, and chat in a timely and professional manner. Provide accurate information regarding products, services, policies, and procedures. Handle customer complaints, troubleshoot issues, and provide effective solutions. Follow company policies and procedures to ensure compliance and quality service. Team Leadership & Escalation Serve as the first point of escalation for complex or unresolved customer issues, determining appropriate resolutions or escalating to the Sales Director as needed. Provide day-to-day guidance, mentorship, and on-the-job training to Customer Service Representatives. Monitor team workload and help distribute coverage to ensure timely, consistent service. Support consistent adherence to SOPs across the team and help identify areas for process improvement. Communicate recurring issues, trends, and process gaps to management to support continuous improvement. Order Management & Coordination Follow up on customer orders as directed by Admin or Production teams to ensure timely updates and resolutions. Collaborate with internal departments (e.g., Admin, Production, Shipping, Design, & IT) to address and resolve customer concerns. Maintain accurate customer records and order details in CRM and ERP systems. Coordinate cross-departmental follow-up on escalated or complex orders, ensuring accountability and timely resolution.

Qualifications & Skills:

Education & Experience High school diploma or equivalent required. 5+ years of experience in a customer service role within a professional or fast-paced environment. Prior experience in a lead, supervisory, or senior customer service capacity preferred. Technical Proficiency Experience with ERP systems such as Sage 100. Strong working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint). Interpersonal & Professional Skills Excellent verbal and written communication skills. Active listening and empathy in customer interactions. Strong problem-solving skills with a customer-first mindset. Ability to multitask, prioritize, and manage time efficiently in a dynamic environment. Demonstrated leadership ability with sound, independent judgment in decision-making and conflict resolution.

Work Environment & Schedule:

Office-based Only Full-time 7am - 3:30

PM Shift Pay:

$26.00 - $28.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person