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NearU · 1 month ago

ADMINISTRATION - Customer Service Lead

Charlotte, NC

Full-time

Onsite

Entry, Mid Level

2+ years exp

NearU is a customer service platform focused on enhancing the home services industry. The Customer Support Specialist Supervisor will oversee a team, ensuring excellent service delivery and team development within the National Booking Center.

Customer Service

Responsibilities

Supervise a team of 9–16 Customer Support Specialists in a fast-paced, in-office environment

Model and reinforce professional standards including punctuality, politeness, professionalism, flexibility, problem-solving, and collaboration

Monitor and manage team performance against key metrics, including: Attendance, Quality, Unique inbound booking %

Review call quality reports and deliver individualized quality coaching to improve specialist performance

Support call overflow and fill coverage gaps by actively taking calls when needed

Respond to escalated customer calls and complex service situations, ensuring timely resolution and identifying trends for process improvement opportunities

Conduct weekly coaching sessions with team members, providing actionable feedback and performance reviews

Document procedures, workflows, and best practices to share with the team and support future scaling efforts

Ensure schedule adherence and coordinate daily and weekly staffing adjustments

Complete administrative tasks and reporting as assigned by management

Manage team and improve team morale through contest, incentives