I538
Located in Dubuque, IA
Pay: $22-$26/hour
Job Full Description
Express Employment Professionals is seeking an experienced Customer Service Lead for a growing company in the Dubuque area. This position plays a vital role in ensuring an exceptional online customer experience by overseeing day-to-day eCommerce operations, resolving complex issues, and coaching a small, dedicated customer service team.
The ideal candidate is detail-oriented, empathetic, and thrives in a fast-paced environment where leadership, organization, and communication make all the difference.
Key Responsibilities:
- Lead daily operations of the eCommerce Customer Service team, ensuring prompt, professional responses to customer inquiries via phone, email, and chat.
- Serve as the main point of contact for escalated customer issues, taking ownership of resolutions and maintaining a positive experience.
- Coach, train, and mentor team members to uphold service standards and enhance team performance.
- Monitor performance metrics (response time, resolution rate, customer satisfaction) and implement improvements as needed.
- Coordinate workloads and adjust priorities based on seasonal demand, call volume, and order activity.
- Oversee online order management, including returns, exchanges, refunds, and payment verification.
- Collaborate with fulfillment, marketing, and store teams to ensure accurate order processing and timely delivery.
- Maintain and update customer service documentation, FAQs, and training materials.
- Identify recurring issues and propose process enhancements to improve overall efficiency and customer satisfaction.
- Assist the E-Commerce Manager with team scheduling, workflow improvements, and performance evaluations.
Qualifications:
- Minimum of 3 years of experience in eCommerce customer service, retail support, or contact center leadership.
- Strong leadership, coaching, and mentoring skills.
- Excellent written and verbal communication with a customer-first mindset.
- Proficiency in Microsoft Office Suite; familiarity with ERP, CRM, and order management systems preferred.
- Ability to manage shifting priorities while maintaining composure and professionalism.
- Prior experience training others and documenting workflows a plus.
- Experience with AS400, Authorize.net, Modern Retail, Signifyd, Avalara, or YotPo is beneficial.
Schedule & Pay:
- Monday–Friday, standard daytime hours
- $22–$26/hour, depending on experience
- Hybrid schedule with 5 work-from-home days per month
Join a team that values collaboration, initiative, and exceptional customer experiences.
Dubuque, IA
2435
1701 John F Kennedy
Dubuque, IA 52002
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