Regional Client Service Lead FT

Regional Client Service Lead FT

Job Category: DIRECT HOURLY

Requisition Number: REGIO001251

Full-Time

On-site

Rate: $26 USD per hour

First Tactical

496 E Whitmore Ave

Modesto, CA 95358, USA

Description

Position: Lead, Regional Client Service

Reports To: Customer Service Director

FLSA Status: Non-exempt

SUMMARY The Regional Client Service Lead is responsible for overseeing all client service operations within their assigned region, ensuring exceptional customer experience while managing and developing a small team of client service administrators. This role acts as the primary point of contact for regional client inquiries and drives process improvements to enhance efficiency, consistency, and client satisfaction.

Essential Duties and Responsibilities:

• Serve as the primary regional contact for client service issues, ensuring timely resolution and proactive communication.
• Exhibit exceptional follow-through and troubleshooting skills to resolve client issues and ensure high satisfaction
• Lead and manage the customer support specialist, providing guidance, coaching, and performance management.
• Monitor key performance metrics for the region and implement strategies to achieve service goals.
• Collaborate with cross-functional teams (Sales, Operations, Inventory) to address client needs and implement process improvements.
• Develop and maintain regional client service protocols and best practices.
• Assist in training and onboarding new team members.
• Provide regular updates to senior leadership on regional client service performance, trends, and opportunities for improvement.
• Other duties assigned.

Qualifications:

• 2+ years of experience in client/customer service
• Strong interpersonal, communication, and problem-solving skills.
• Experience managing small teams and delegating tasks effectively.
• Ability to analyze metrics, identify trends, and implement improvements.
• Strong organizational skills and the ability to multitask in a fast-paced environment.
• Experience managing client service operations across multiple locations or regions.
• Knowledge of industry-specific client service practices.
• Customer-focused mindset with strong leadership capabilities.
• Proactive, solution-oriented approach to challenges.
• Ability to motivate and develop team members while maintaining high standards of service.

Physical Demands / Work Conditions:

• Work is primarily performed indoors in environmentally controlled conditions.
• Mostly seated at a desk or workstation for extended periods of time.
• Frequently required to use hands and fingers to operate a computer, phone, and other office equipment.
• Occasionally required to stand, walk, reach with hands and arms, or bend to access files or office supplies.
• Requires repetitive hand movements and fine coordination, including typing and data entry.
• Occasionally lift and/or move up to 10–15 pounds (e.g., office supplies or documents).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities