New

Customer Service Lead

Aleron
United States, Texas, Richmond
Aug 13, 2025
Description Acara Solutions is seeking a Customer Service Lead to join our client on a Full Time Direct Hire opportunity located in Richmond TX The Commercial CSR Lead supports both customers and internal commercial operations, serving as the primary contact for inquiries, complaints, billing issues, and service adjustments. This role ensures prompt, professional, and accurate resolutions while collaborating with Sales and Operations to deliver superior service. Responsibilities include customer interaction, issue resolution, system navigation, and data entry, as well as onboarding and training new CSRs. The CSR Lead will work in a high-volume environment, meet key performance metrics, and actively contribute to the growth and efficiency of the commercial business. Key Responsibilities Serve as main customer contact, addressing concerns promptly and professionally. Navigate CRM and Best Trash systems to diagnose issues and document resolutions. Respond quickly to service matters and coordinate with internal teams for timely solutions. Monitor and resolve operational issues during driver routes or on customer sites. Onboard, vet, and train new CSRs as needed. Manage high call volume while meeting performance and customer satisfaction goals. Collaborate with Sales and Operations on service delivery, adjustments, and prospecting. Adjust service schedules to improve efficiency without compromising customer experience. Communicate clearly with customers and internal partners to set expectations. Perform additional duties to support business growth and operational success. Job Requirements Required Skills / Qualifications: 5 yrs. minimum experience in customer service or commercial account support Preferred Skills / Qualifications: Ability to handle 50+ customer calls per day while maintaining quality and professionalism. Proven track record of resolving 90%+ of customer inquiries on first contact. Experience training and onboarding at least 3 new customer service representatives. Familiarity with CRM systems and data entry accuracy rate of 99% or higher. Demonstrated success meeting or exceeding KPIs, such as customer satisfaction scores above 85% and timely case resolution within 24 hours. Strong collaboration skills, evidenced by participation in cross-functional teams to improve service delivery or sales support. Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran. Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status. Apply