Customer Service Lead

Located in Lakeville, MN

Salary: $23 - $25 / HR

Job Title: Customer Service Lead
Location: Lakeville, MN
Job Type: Full-Time
Department: Customer Service
Reports To: Customer Service Manager

About the Role

We are seeking a highly motivated and experienced Customer Service Lead to join our team. This individual will take the lead in day-to-day customer service operations, provide training and guidance to team members, and act as a key decision-maker in the absence of management. If you're a problem solver, thrive under pressure, and have a passion for leading others, we want to hear from you.

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Key Responsibilities

Customer Service Operations

• Perform core individual responsibilities within the department at a high level of performance

• Maintain up-to-date water treatment certifications and participate in continuing education

• Troubleshoot customer issues and equipment concerns with professionalism and accuracy

• Take on other duties as assigned by leadership

Leadership

• Provide clear direction, support, and coaching to team members

• Ensure effective transfer of knowledge and skills within the department

• Foster a positive and collaborative team environment that promotes morale and engagement

• Assist in performance management activities and support leadership development

Decision Making

• Make operational decisions in the absence of the Manager

• Collaborate effectively with other departments and leadership

• Handle escalated customer and equipment issues with professionalism and urgency

Accountability

• Lead complex or challenging assignments with confidence and capability

• Demonstrate adaptability to changing demands and ambiguity

• Consistently meet or exceed departmental KPIs (Safety, Quality, Efficiency, Delivery)

Technical Expertise

• Provide hands-on training and support for other employees

• Share process and equipment knowledge proactively

• Troubleshoot and resolve system, equipment, and procedural issues

Teamwork

• Actively build and sustain strong team dynamics

• Promote cross-functional collaboration and open communication

• Serve as a strong communicator both within the department and to upper management

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Qualifications

• High School Diploma or equivalent required

• Proven experience in a customer service or leadership role

• Strong verbal and written communication skills

• Ability to manage multiple priorities under pressure

• Technical troubleshooting skills related to process and equipment (preferred)

• Experience with water treatment processes and certifications (preferred)

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