Overview Customer Service Team Lead (CSR Team Lead) Bloomington, MN | Full-Time About the Role 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. Key Responsibilities Customer Service Execution (Approx. 25%) • 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 Team Leadership & Daily Operations (Approx. 75%) • 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 Coaching, QA & Performance Management • 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 Training & Development • 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 Culture & Team Engagement • 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 Qualifications • 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 What Success Looks Like • 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 Compensation & Incentives • Competitive base compensation based on experience • Performance-based incentives tied to team results, including quality, productivity, and customer experience metrics • Opportunity to directly impact earnings through team performance and development Why This Role Matters 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. Posted Min Pay Rate USD $22.00/Hr. Posted Max Pay Rate USD $24.00/Hr.