Customer Service Team Lead

Lehigh Valley Telephone Cooperative provides fiber internet, voice and TV service to homes and businesses in rural California. Business customers buy dedicated internet, SIP trunking and hosted phone systems from us.

About the role:

The Customer Service Team Lead answers customer calls, chats and emails about orders, billing and account changes. Fully remote. You can work from anywhere in the US. We use Slack, Notion and Google Meet. Cameras on for team calls.

Duties:

• Process returns, exchanges, refunds and address changes
• Meet targets for handle time, quality score and customer satisfaction
• Complete required training and quality coaching sessions
• Escalate complaints that need a supervisor or another department
• Notice repeat problems and report them to your team lead
• Transfer calls to the right department with a warm handoff

Qualifications:

• 7+ years of customer service, retail, hospitality or call center experience
• Typing speed of at least 35 WPM
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked
• Must pass a background check
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Expected salary range: $28.00 - $31.00 per hour, plus bonus eligibility.

Why work with us:

• Health insurance
• 401(k) with 4% match
• 11 paid holidays

Lehigh Valley Telephone Cooperative is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

We are unable to sponsor visas for this position.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Lehigh Valley Telephone Cooperative.