Customer Service Team Leader

Most orders deliver next day from the nearest branch. The industrial division stocks bearings, belts and power transmission parts. Most branch managers started on the counter or in the warehouse.

Nowak & Sons Supply is hiring a Customer Service Team Leader to work remotely from India. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Bossier City, and about a third of the team works remotely from other countries. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT. We send you a laptop and the accessories you need on day one.

JOB DUTIES

• Follow scripts and required disclosures on recorded lines
• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction
• Complete required training and quality coaching sessions
• Answer inbound calls, live chats and emails from a queue
• Notice repeat problems and report them to your team lead
• Look up orders, accounts and shipping status in the CRM and order system

MINIMUM QUALIFICATIONS

• 8+ years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Basic computer skills (Windows, Outlook, web browsers)

NICE TO HAVE

• Bilingual English and Spanish (pay differential)

Schedule: Four 10-hour shifts, rotating weekend day

BENEFITS

$6.50 - $7.50 per hour

• Monthly internet allowance
• Paid time off
• Paid in USD
• Company laptop

This posting may close early if we receive enough applications.

Duration: 6 months. Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Nowak & Sons Supply, LLC.