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Job Description
Robert Half Customer Service Representative Norcross, GA Apply 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
