Customer Care Lead
Job Description
Customer Care Team Leader
Location: Venice, FL
Shift: 1st Shift
Pay: Starting at $23.00 per hour
Internal candidates will be evaluated based on current compensation, internal equity, relevant experience, skills, qualifications, and market considerations.
Lead a Team That Delivers Exceptional Customer Experiences
We're looking for a Customer Care Team Leader to lead, coach, and develop a team of Customer Care Representatives while driving exceptional service for our customers and partners. In this role, you'll combine hands-on customer support with people leadership, helping your team achieve performance goals while creating a positive and engaging work environment.
This is an excellent opportunity for a customer service professional with leadership experience who enjoys mentoring others, solving complex customer issues, and improving processes.
What You'll Be Doing
Team Leadership & Development
- Lead, coach, mentor, and develop a team of Customer Care Representatives.
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
- Support employee onboarding, training, and ongoing development.
- Foster a positive, customer-focused culture built on accountability and teamwork.
- Assist in interviewing and selecting new team members.
- Provide constructive feedback and recognition to support employee growth.
Customer Experience & Service Excellence
- Serve as an escalation point for complex customer, distributor, and homeowner concerns.
- Partner with team members to ensure issues are resolved efficiently and accurately.
- Help drive first-call resolution and overall customer satisfaction.
- Build and maintain strong relationships with customers, distributors, and internal stakeholders.
- Monitor service levels and workloads to ensure consistent customer support.
Operations & Process Improvement
- Monitor key performance indicators (KPIs) and use data to guide coaching and team development.
- Review contact center reports and identify opportunities for performance improvement.
- Balance team workloads and staffing to meet business needs.
- Manage employee schedules, attendance, payroll-related processes, and overtime approvals.
- Partner with cross-functional teams to improve processes and customer outcomes.
- Identify and implement opportunities to improve efficiency, quality, and service delivery.
Hands-On Support
- Assist with daily customer service activities, including order management, changes, and customer inquiries.
- Support the team during periods of high volume to ensure customer needs are met.
- Maintain regular communication with leadership regarding team performance, customer trends, and operational needs.
What We're Looking For
Required Qualifications
- High School Diploma or GED.
- Customer service experience in a fast-paced environment.
- Strong verbal, written, and interpersonal communication skills.
- Proficiency with Microsoft Office applications.
- Strong organizational, problem-solving, and conflict-resolution skills.
- Ability to multitask, prioritize work, and make sound decisions in a customer-focused environment.
- Ability to remain professional and composed when handling challenging customer situations.
Preferred Qualifications
- Leadership, supervisory, or team lead experience.
- Contact center, customer care, or call center experience.
- Experience coaching employees and managing performance metrics/KPIs.
- Experience working with distributors, dealers, or customer-facing operations.
- Knowledge of order management, service processes, or manufacturing customer support environments.
Key Skills for Success
- Leadership and team development
- Customer relationship management
- Conflict resolution and negotiation
- Process improvement and continuous improvement
- Communication and collaboration
- Time management and organization
- Decision-making and problem-solving
- Adaptability and resilience
Ready to lead, develop people, and make a meaningful impact? Apply today and join our team in Venice, Florida.
What We Offer
At MITER Brands, we invest in your health, wealth, and wellness. Our comprehensive benefits package supports you and your eligible spouse/dependents while helping you achieve your personal and professional goals.
We offer competitive pay, a 401(k) with company match, and generous paid time off to help you maintain a healthy work-life balance.
Health & Wellness
- Three comprehensive medical plan options
- Prescription drug coverage
- Dental insurance
- Vision insurance
- Teladoc virtual healthcare services
- Employee Assistance Program (EAP)
- Annual Wellness Clinic
Financial Protection
- Company-paid Life Insurance
- Voluntary Life Insurance
- Company-paid Short-Term Disability
- Company-paid Long-Term Disability
- Supplemental Hospital Indemnity Insurance
- Critical Illness Insurance
- Accident Insurance
Additional Benefits
- Paid Time Off (PTO) and paid holidays
- 401(k) retirement plan with company match
- Tuition Reimbursement Program
- Legal Insurance
- Identity Theft Protection
- Pet Insurance
- Team Member Discount Program
MITER Brands, including MI Windows and Doors, Milgard, and PGT Innovations, is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, or any other protected status under applicable law.
Work Authorization and Sponsorship Disclosure:
The Company does not offer employer sponsorship at this time. Therefore, candidates must provide truthful and complete information regarding their eligibility to work in the U.S. and any current or future need for employment sponsorship. Misrepresentation regarding work authorization or sponsorship need at any stage of the hiring process will result in disqualification from consideration, rescission of an employment offer, or termination of employment.