Customer Service - Team Lead

Job Description

We are looking for a motivated and team focused Customer Service Team Lead who will be a part of a fast paced, diverse, work environment where you take ownership of your work while collaborating closely with your team and internal and external partners! In this job you will support customers and teammates while collaborating with a global internal team. This is a Customer Service environment that requires excellent communication, and organization skills.

As a member of the Americas Customer Operations Center, you take responsibility for providing an exceptional customer service experience focused on first contact resolution.

Responsibilities:

• Support and coach Customer Service Representatives (CSRs) in managing a high volume of phone calls, chats, and emails in a Call Center environment.

• Assist in resolving customer issues of varying scope and complexity, including direct engagement in escalations and complex inquiries.

• Oversee and support order entry processes for both phone and written customer orders, ensuring accuracy and efficiency.

• Ensure the highest level of customer service and satisfaction across the team through mentoring and quality checks.

• Provide guidance and support on billing and invoice inquiries, including dispute resolution.

• Lead by example in adopting a ‘Continuous Improvement’ mindset—identifying, sharing, and helping implement team and process improvements.

• Participate in and support cross-training initiatives to build team flexibility and coverage across multiple functions.

This is an hourly hybrid onsite position that requires flexibility in work schedule, occasional overtime and the ability to work late the last working day of each month.

Qualifications

• Associate or Bachelor's degree, or an equivalent combination of education and relevant work experience

• Customer service experience and a strong interest in working directly with customers.

• Proficient in Microsoft suite to include Outlook, Excel, Word, PowerPoint

• SAP/CRM experience preferred.

• Positive attitude and strong interpersonal skills.

• Able to establish and maintain strong relationships.

• Time management and organizational skills.

• Adapts to customer situation & different situations.

• Sound judgement.

Additional Details

This job has a full time weekly schedule. Applications for this job will be accepted until at least June 30, 2025 or until the job is no longer posted.

The full-time equivalent pay range for this position is $24.54 - $38.34/hr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required:

No

Shift:

Day

Duration:

No End Date

Job Function:

Customer Service