Job Description

Job Title:  Customer Service Lead 

Location:  Houston, TX- Must be willing to work in any office location of Harris County 

Employment Type:  Full-Time

We are seeking a Customer Service Lead to provide hands-on leadership and coaching to Customer Service Representatives (CSRs) in a fast-paced collections environment. This role is responsible for monitoring employee-customer interactions, ensuring procedural compliance, and supporting the achievement of delinquent account objectives. The ideal candidate will have strong customer service and negotiation skills, experience handling escalated accounts, and the ability to lead a team effectively.

Responsibilities include:

• Coach, develop, and motivate CSRs by monitoring interactions for accuracy and quality
• Track team attendance, workload, and performance to identify trends and improvement opportunities
• Ensure team meets work objectives, including resolving inquiries across the collections process
• Conduct escalated account research and manage payment collections and plan audits
• Handle account maintenance requests via escalated calls, walk-ins, and emails
• Collaborate with management on employee evaluations and recommend training refreshers
• Keep CSRs informed of procedural and product updates

Knowledge, Skills, and Abilities:

• Strong customer service skills with expertise in de-escalation and negotiation
• Proficient in Microsoft Office and general computer applications
• Ability to work collaboratively and adapt to change
• Strong understanding of confidentiality and data protection
• Knowledge of state statutes and requirements related to collections
• Ability to supervise and review collection activities effectively
• Typing speed of at least 35 words per minute
• Strong time management and task prioritization skills
• Ability to multitask, think logically, and remain goal-oriented

Required Education and Experience:

• High school diploma or GED from an accredited institution
• Minimum of three (3) years of experience in customer service, relations, or call center environments handling account escalations

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ChaseSource is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetic information, pregnancy, or any other legally protected status.

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