CSR - Lead

Customer Service Lead Representative Location: Lake St. Louis, MO (On-site) OR Sunset Hills, MO. (On-site) Employment Type: Full-Time, Non-Exempt Salary: TBD What We Offer Competitive pay Medical, dental, and vision benefits 401(k) with company match Paid time off and holidays Growth and advancement opportunities Supportive team and leadership About the Role Pro Outdoor is seeking a dependable and experienced Customer Service Lead Representative to support the daily operations of our customer service team in Lake St. Louis. This role assists with monitoring call and chat queues, ensuring timely communication across the team, handling escalated customer concerns, and supporting internal team coordination. The Customer Service Lead also assists with training new team members, coordinating phone and chat schedules, and working with leadership to improve processes and support overall team performance. What You'll Do Answer incoming calls from existing customers and provide exceptional customer service Monitor team chat and provide updates or guidance when needed Create and maintain phone and chat schedules for the customer service team Handle escalated customer concerns and assist with issue resolution Assist team members with questions or direct them to the appropriate department with follow-up Monitor ServiceTitan chats and assist with managing call queues during high-volume periods Assist with membership renewals, tracking, and reporting Lead or assist with special projects for the customer service team Support new hire training for customer service staff Assist leadership with SOP development and process improvements Must-Have Qualifications 1+ years of customer service and scheduling experience with Pro Outdoor Strong computer skills with working knowledge of Microsoft Office High school diploma or GED Ability to multitask and prioritize workloads in a busy environment Ability to work successfully with minimal supervision Comfortable working in a fast-paced environment Nice-to-Have Skills ServiceTitan software experience Schedule & Location Monday to Friday, standard business hours (with peak season flexibility as needed) On-site in Lake St. Louis, MO Ability to travel up to 10% within the metropolitan area Eligibility Requirements Candidates must be authorized to work in the United States and able to provide valid documentation. Pro Outdoor is an Equal Opportunity Employer and welcomes applicants from all backgrounds.

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