Lead Customer Service Representative

Lead Customer Service Representative – 4880777

The Lead CSR acts as the central point of communication between our in-home driver teams, their contractor leadership, and RXO operations. This role is all about real-time problem solving, clear communication, and accountability. We are looking for someone mature and experienced, ideally with a hands-on background (such as handyman work, appliance installation, or furniture assembly) who can speak confidently to driver teams and customers alike.

Responsibilities

· Monitor 6-10 daily routes and stay in direct phone contact with driver teams during deliveries

· Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues

· Address driver performance concerns and escalate to contractor leadership if teams are unresponsive or non-compliant

· Maintain real-time awareness of route exceptions, delays, and customer escalations

· Communicate with customers during in-home deliveries when drivers need assistance explaining services

· De-escalate complaints and clarify expectations

· Act as a liaison between the customer and driver teams to preserve the experience and protect the brand

· Direct driver teams returning from their routes on trash segregation and haul-away drop zones

· Ensure drivers complete the Costco check-in process before leaving

· Serve as lead over CSR support staff during shift; provide direction and escalation support

· Capture daily service disruptions, late departures, and unscanned badges

Skills

- Fluent in Spanish and English — must be able to speak, listen, and translate clearly in both languages

- 3+ years in dispatch, field operations, or logistics (appliance/furniture preferred)

- strong phone presence — assertive, calm under pressure, and capable of influencing others

- Comfort working in a warehouse environment with live driver communication

Location: Chesapeake, VA 23323

Tuesday – Saturday 6am-3pm Mon & Sunday off

Pay Rate $21 an hour

salary: $20 - $21 per hour
shift: First
work hours: 6 AM - 3 PM
education: High School

Responsibilities

Responsibilities

· Monitor 6-10 daily routes and stay in direct phone contact with driver teams during deliveries

· Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues

· Address driver performance concerns and escalate to contractor leadership if teams are unresponsive or non-compliant

· Maintain real-time awareness of route exceptions, delays, and customer escalations

· Communicate with customers during in-home deliveries when drivers need assistance explaining services

· De-escalate complaints and clarify expectations

· Act as a liaison between the customer and driver teams to preserve the experience and protect the brand

· Direct driver teams returning from their routes on trash segregation and haul-away drop zones

· Ensure drivers complete the Costco check-in process before leaving

· Serve as lead over CSR support staff during shift; provide direction and escalation support

· Capture daily service disruptions, late departures, and unscanned badges

Skills

• Telephone Etiquette
• Basic Computer Skills
• Customer support
• dispatching

Qualifications

• Years of experience: 0 years
• Experience level: Entry Level

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.