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Lead Customer Service Representative
Lead Customer Service RepresentativeCRG • Chesapeake, VA, United States
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Lead Customer Service Representative

Lead Customer Service Representative

CRG • Chesapeake, VA, United States
30+ days ago
Job type
  • Full-time
Job description
Lead Customer Service Representative

Location: Chesapeake, Virginia 23323
Duration: 26 Weeks, contract to hire
Shift Details: Must be available Friday and Saturday - this is a 5-day operation (Tue-Sat) with Sunday off guaranteed, 6-day operation during holidays. First Shift: 6:00 AM - 3:00 PM - Candidate may rotate hours based on operational needs.
Pay Rate: $21.00/hr

JOB DESCRIPTION
Overview
This is a dispatch-heavy role in a fast-paced delivery warehouse - not your typical customer service job. The Lead CSR acts as the central point of communication between our in-home driver teams, their contractor leadership, and operations. This role is all about real-time problem solving, clear communication, and accountability.

We are looking for someone mature and experienced, ideally with a hands-on background (such as handyman work, appliance installation, or furniture assembly) who can speak confidently to driver teams and customers alike.

Schedule & Shift Details
  • Must be available Friday and Saturday - this is a 5-day operation (Tue-Sat) with Sunday off guaranteed, 6-day operation during holidays.
  • First Shift: 6:00 AM - 3:00 PM
  • Candidate may rotate hours based on operational need.
RESPONSIBILITIES
Key Responsibilities
Dispatch & Route Oversight
  • Monitor 6-10 daily routes and stay in direct phone contact with driver teams during deliveries
  • Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues
  • Address driver performance concerns and escalate to contractor leadership if teams are unresponsive or non-compliant
  • Maintain real-time awareness of route exceptions, delays, and customer escalations
Customer Escalation Support
  • Communicate with customers during in-home deliveries when drivers need assistance explaining services
  • De-escalate complaints and clarify expectations
  • Act as a liaison between the customer and driver teams to preserve the experience and protect the brand
Warehouse Check-In Support (AM)
  • Direct driver teams returning from their routes on trash segregation and haul-away drop zones
  • Ensure drivers complete the check-in process before leaving
  • Identify and report any non-compliance or missing assets
Team Leadership & Communication
  • Serve as lead over CSR support staff during shift; provide direction and escalation support
  • Capture daily service disruptions, late departures, and unscanned badges
  • Share key issues and recommendations with the Ops Manager for follow-up
QUALIFICATIONS
Requirements
  • 3+ years in dispatch, field operations, or logistics (appliance/furniture preferred)
  • Strong phone presence - assertive, calm under pressure, and capable of influencing others
  • Comfort working in a warehouse environment with live driver communication
  • Reliable and professional demeanor - this is a customer-facing position, even if you're behind the scenes
Preferred Experience
  • Fluent in Spanish and English - must be able to speak, listen, and translate clearly in both languages
  • Prior work in appliance installation, furniture assembly, or handyman/trade roles
  • Previous leadership experience in a dispatch, warehouse, or delivery setting
  • Familiarity with Descartes Route Planner, CLX, or other TMS systems
Category Code: JN003
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Lead Customer Service Representative • Chesapeake, VA, United States

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