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Team Lead/ CSR

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Horseheads, NY
New YorkContract/Temp To HireWarehouse

Team Lead/ CSR

Team Lead – Customer Service Representative (CSR) – Horseheads, NY

Employment Solutions is hiring immediately for a Team Lead – Customer Service Representative (CSR) in Horseheads, NY! We are seeking an experienced, motivated, and organized individual with strong customer service, computer, and leadership skills. This position is ideal for someone who can lead a team, oversee daily customer service operations, and ensure orders and customer needs are handled accurately and efficiently.

Pay: $20–$22/hour
Shift: 2nd Shift, 3pm–11:30pm
Location: Horseheads, NY

Job Responsibilities:

  • Lead, coordinate, and oversee daily CSR department activities.

  • Provide direction, coaching, and support to customer service team members.

  • Assist with training and onboarding new CSR employees.

  • Oversee customer orders from entry through processing and fulfillment.

  • Respond to customer inquiries, resolve issues, and handle escalated concerns.

  • Monitor order accuracy, productivity, and customer service performance.

  • Coordinate with warehouse, shipping and receiving, sales, and other departments.

  • Ensure customer orders are processed accurately and within established deadlines.

  • Maintain accurate customer records, order information, and documentation.

  • Identify workflow improvements and help maintain efficient department operations.

  • Assist management with employee performance, scheduling, and workload distribution.

  • Communicate department updates, priorities, and concerns to management.

  • Perform customer service and administrative duties as needed.

Requirements:

  • Previous customer service experience is required.

  • Previous team lead, supervisory, or leadership experience is strongly preferred.

  • Strong computer skills and experience working with order entry or inventory systems.

  • Ability to lead, motivate, and support a team in a fast-paced environment.

  • Excellent verbal and written communication skills.

  • Strong organizational skills and attention to detail.

  • Ability to prioritize workloads, multitask, and meet deadlines.

  • Strong problem-solving and conflict-resolution skills.

  • Ability to handle customer escalations professionally.

  • Experience coordinating with warehouse, shipping, or logistics departments is a plus.

  • Dependable, professional, and able to take initiative.

  • Strong attendance and work ethic.

Employment Solutions offers weekly pay, a great company culture, and opportunities for growth!

Apply today — we are hiring immediately!