Customer Service Lead
Company: Robert Half
Location: Grand Rapids
Posted on: February 18, 2026
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Job Description:
Job Description Job Description We are looking for a motivated
and experienced Customer Service Lead to manage and guide a team of
customer service representatives in a dynamic call center setting.
This position is based in Grand Rapids, Michigan, and offers the
opportunity to work in the machinery manufacturing industry. As a
Contract to permanent role, it is ideal for individuals seeking a
long-term career path with growth potential. In this role, you will
oversee daily operations, drive performance excellence, and ensure
customer inquiries are handled swiftly and with attention to
detail. Responsibilities: • Lead and inspire a team of customer
service representatives, fostering a positive and productive work
environment. • Oversee multiple customer service queues to ensure
efficient and prompt handling of inquiries. • Conduct regular team
meetings, coaching sessions, and performance evaluations to support
skill development. • Resolve escalated customer issues with
attention to detail and timeliness. • Monitor service levels and
call queues to ensure adherence to brand standards and service
level agreements. • Develop and implement training programs to
enhance team skills and familiarity with company policies and
products. • Assist in creating and maintaining Standard Operating
Procedures (SOPs) for operational consistency. • Manage
departmental reporting, warranty claims, and brand website
listings. • Collaborate with cross-functional teams to ensure
smooth execution of projects and operational tasks. • Support
operational processes such as product returns, order audits, and
system training for service partners.• Proven leadership skills
with experience managing customer service teams in a call center
environment. • Strong analytical abilities to interpret performance
metrics and identify improvement opportunities. • Excellent
communication and interpersonal skills for effective team
collaboration and conflict resolution. • Proficiency in call center
software and Microsoft Office applications. • Ability to adapt to a
fast-paced work environment and manage multiple responsibilities. •
High attention to detail and accuracy in all tasks. • Bachelor’s
degree or at least 4 years of relevant experience. • Availability
to work occasional night and weekend hours, as required.
Keywords: Robert Half, Kalamazoo , Customer Service Lead, Customer Service & Call Center , Grand Rapids, Michigan
