Master Spas Jobs ยท 1 day ago
Customer Service Team Lead
Fort Wayne, IN
Full-time
Onsite
Entry, Mid Level
2+ years expMaster Spas is seeking a Customer Service Team Lead who will work closely with leadership to ensure effective communication and support within the Customer Service Department. This role involves providing guidance to Customer Service Representatives, managing escalated customer concerns, and maintaining high levels of customer service consistency.
Consumer Goods
Responsibilities
Distribute workload and clarify internal communications for Customer Service Representatives
Serve as the first point of contact for CSR questions related to product knowledge, troubleshooting, policies, procedures, and system usage
Monitor ongoing cases to ensure follow-up timelines and service expectations are met
Lead by example by proactively taking ownership of cases or customer situations to ensure resolution
Assist with training new Customer Service Representatives on systems, communication procedures, and case handling
Maintain and update department reference materials, job aids, and process documentation
Provide feedback and recommendations to the Supervisor and Manager regarding recurring issues, training gaps, or process improvements
Assist with handling escalated customer concerns as directed by leadership
Serve as an escalation point for complex or unresolved customer situations, ensuring timely resolution and appropriate follow-up
Communicate directly with customers via phone, email, or messaging platforms as needed
Support the Customer Service Supervisor and Manager with daily operational needs and project initiatives
Communicate relevant team issues, trends, or concerns to leadership in a timely manner
Participate in the required Friday afternoon rotation to support departmental coverage
Qualification
Required
High school diploma or equivalent required
Prior experience in a customer service environment required
Strong written and verbal communication skills
Preferred
A minimum of 2 years of experience within the Master Spas Customer Service team preferred but not required
Experience with Salesforce or other CRM platforms preferred
Experience in a technical or troubleshooting environment a plus
Previous leadership, mentorship, or team lead experience preferred
Articulate in English; second language a plus
Proficient in Microsoft Office, internet-based systems, and customer service software
Experience with SAGE or accounting software a plus
Company
Master Spas Jobs
Master Spas is the global leader manufacturing hot tubs and swim spas to help people live life better.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Adam VanWagner, CPA
Chief Financial Officer
Company data provided by crunchbase