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RH
Robert Half
Customer Service Lead
Career Insights for Customer Service Representative (General)
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Scorecard
Based on Illinois data
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What they do
A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$36,983 / year median in Illinois
-13% projected decline
Job Description
Description Our client is looking for an experienced Customer Service Lead to guide day-to-day service operations and support a high-performing team. This role combines frontline customer support with team leadership, making it ideal for someone who can balance hands-on problem solving with process improvement. The successful candidate will strengthen service standards, build cross-functional partnerships, and help create an organized, responsive customer experience.
THIS POSITION IS 100
%IN-OFFICE
Salary:
$60,000-$70,000/year (paid hourly)Benefits:
Health:
BCBC PPO
(high deductible) orHMO. HSA
with company contribution, no dental, no vision, 401K with contribution, 2 weeks PTO, 7 sick days, standard holidaysORDER ENTRY INTO A CRM AT A MANUFACTURING COMPANY IS REQUIRED. CANDIDATES WITHOUT THIS EXPERIENCE WILL NOT BE CONSIDERED
Responsibilities:
- Support a small customer service team, providing guidance that strengthens performance, consistency, and individual growth.
- Contribute directly to daily service activity by responding to customer questions, resolving concerns, and assisting with routine account and order-related needs.
- Set team priorities and performance expectations while reinforcing accountability for service levels, quality, and follow-through.
- Review workloads, turnaround times, order accuracy, and overall service effectiveness to identify areas needing attention.
- Take ownership of complex or escalated customer matters and drive practical resolutions in a timely, effective manner.
- Partner with internal groups such as sales, operations, purchasing, and logistics to ensure customer requests are addressed accurately and efficiently.
- Maintain complete and reliable customer and order records, ensuring documentation is up to date and aligned with business requirements.
- Recognize recurring service challenges, investigate underlying causes, and implement improvements that reduce repeat issues.
- Lead onboarding, coaching, and performance feedback efforts for team members while fostering a cooperative and customer-focused environment. Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job matches faster. Requirements
- At least 5 years of experience in customer service, including prior responsibility for leading a service team either diretly or indirectly.
- Proven leadership qualities.
- Strong attention to detail with a consistent focus on accuracy in orders, records, and communication.
- Comfortable taking an active, hands-on role in day-to-day customer service operations.
- Clear written and verbal communication skills, with the ability to handle customer concerns with sound judgment and professionalism.
- Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
- Proficiency with Microsoft Office and experience using CRM, order management, or customer service platforms such as HubSpot.