{"id":2520570,"url":"https://alion.io/job/callhero-lead-customer-service-representative","title":"Lead Customer Service Representative","company":{"id":4421201,"name":"Hero Home Services","domain":"callhero.com","url":"https://alion.io/company/callhero","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bloomington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-14T10:53:12Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T05:41:43Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nCustomer Service Team Lead (CSR Team Lead)\nBloomington, MN | Full-Time\nAbout the Role\nHero is seeking a Customer Service Team Lead to support daily contact center operations while providing leadership, coaching, and development to a team of Customer Service Representatives.\nThis is a working lead position, with responsibilities split approximately 25% hands-on Customer Service work and 75% Team Lead responsibilities. The Team Lead plays a critical role in ensuring the team delivers an exceptional customer experience while fostering a strong, positive, and performance-driven culture.\nKey Responsibilities\nCustomer Service Execution (Approx. 25%)\nHandle customer interactions across phone, email, text, and digital channels with professionalism and efficiency\nSupport scheduling, rescheduling, and customer inquiries while maintaining high accuracy\nStep in to assist with complex or escalated customer situations as needed\nLead by example in delivering a consistently high-quality customer experience\nTeam Leadership & Daily Operations (Approx. 75%)\nMonitor team workload to ensure tasks are completed accurately and in a timely manner\nEnsure proper documentation and adherence to processes across all customer interactions\nHelp manage workflow and support coverage to maintain productivity and service levels across all channels (calls, email, text)\nAct as a primary point of contact for team questions, guidance, and daily support\nCoaching, QA & Performance Management\nConduct regular quality assurance (QA) reviews of calls, written communications, and documentation\nProvide ongoing coaching, real-time feedback, and performance guidance to team members\nReinforce expectations around customer experience, productivity, and accuracy\nIdentify performance gaps and partner with leadership on development plans\nTraining & Development\nAssist in onboarding and training new Customer Service Representatives\nLead or support team huddles, trainings, and communication of process updates\nReinforce best practices and ensure consistency across the team\nSupport the continuous development of team skills and capabilities\nCulture & Team Engagement\nFoster a strong, positive, and accountable team culture focused on performance, customer experience, and collaboration\nLead by example in professionalism, work ethic, and attitude\nEncourage open communication, teamwork, and mutual support\nRecognize and celebrate team and individual accomplishments\nHelp create an environment where team members feel supported, motivated, and engaged\nQualifications\nStrong communication, coaching, and interpersonal skills\nHigh attention to detail and commitment to process adherence\nStrong technological proficiency and ability to navigate multiple systems effectively\nDemonstrated ability to learn and adapt quickly to new systems, tools, and workflows\nAbility to multitask and balance individual responsibilities with team leadership duties\nStrong organizational skills and ability to prioritize in a fast-paced environment\nHigh personal accountability and professional integrity\nWhat Success Looks Like\nTeam consistently meets quality, productivity, and documentation standards\nStrong and improving customer experience across all channels (including calls)\nTimely completion of team tasks and efficient workflow management\nMeasurable improvement in individual CSR performance through coaching\nHigh team engagement and a consistently positive, accountable culture\nCompensation & Incentives\nCompetitive base compensation based on experience\nPerformance-based incentives tied to team results, including quality, productivity, and customer experience metrics\nOpportunity to directly impact earnings through team performance and development\nWhy This Role Matters\nThe CSR Team Lead is essential to both day-to-day execution and team development. By balancing direct customer interaction with leadership responsibilities-and driving team performance-this role ensures operational success while building a strong, engaged, and high-performing team.\nPosted Min Pay Rate\nUSD $22.00/Hr.Posted Max Pay Rate\nUSD $24.00/Hr.","description_format":"text","description_chars":4099,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T10:53:12Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":32,"reasons":["conf:0","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/callhero-lead-customer-service-representative","json_url":"https://alion.io/job/callhero-lead-customer-service-representative.json","meta":{"generated_at":"2026-10-15T05:54:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8818,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421201},"rest":"https://alion.io/mcp/rest/get_company?id=4421201"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcallhero-lead-customer-service-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcallhero-lead-customer-service-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcallhero-lead-customer-service-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/callhero-lead-customer-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcallhero-lead-customer-service-representative"}]}