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Definition of a Customer Service Lead

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Customer service is a part of each company regardless of the size. However, for the larger companies, the customer service team may have a team lead. The team lead serves as an intermediary between the customer service team and customer service supervisor.


When the customer service representative does not have enough authority to resolve the customer's complaint, the customer service lead can resolve the issue.


The customer service lead often has more seniority than most of the customer service representatives.


The customer service lead must have the ability to coach the customer service representatives when behavior must be corrected.


The customer service lead may work on process improvement projects. These projects streamline the departmental processes and decrease customer complaints.


Because the customer service lead is in a semi-managerial role, her salary is higher than the rest of the customer service representatives.