Lead Customer Service Representative
Job in
Chesapeake, Virginia, 23323, USA
Listed on 2026-01-17
Listing for:
CRG Corporation
Full Time
position Listed on 2026-01-17
Job specializations:
-
Transportation
Job Description & How to Apply Below
Location: Chesapeake, Virginia 23323
Duration: 26 Weeks, contract to hire
Shift Details: Must be available Friday and Saturday - this is a 5-day operation (Tue-Sat) with Sunday off guaranteed, 6-day operation during holidays. First Shift: 6:00 AM - 3:00 PM - Candidate may rotate hours based on operational needs.
Pay Rate: $21.00/hr
JOB DESCRIPTION
Overview
This is a dispatch-heavy role in a fast-paced delivery warehouse - not your typical customer service job. The Lead CSR acts as the central point of communication between our in-home driver teams, their contractor leadership, and 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.
Schedule & Shift Details
- Must be available Friday and Saturday - this is a 5-day operation (Tue-Sat) with Sunday off guaranteed, 6-day operation during holidays.
- First Shift: 6:00 AM - 3:00 PM
- Candidate may rotate hours based on operational need.
Key Responsibilities
Dispatch & Route Oversight
- 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 check-in process before leaving
- Identify and report any non-compliance or missing assets
- Serve as lead over CSR support staff during shift; provide direction and escalation support
- Capture daily service disruptions, late departures, and unscanned badges
- Share key issues and recommendations with the Ops Manager for follow-up
Requirements
- 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
- Reliable and professional demeanor - this is a customer-facing position, even if you're behind the scenes
- Fluent in Spanish and English - must be able to speak, listen, and translate clearly in both languages
- Prior work in appliance installation, furniture assembly, or handyman/trade roles
- Previous leadership experience in a dispatch, warehouse, or delivery setting
- Familiarity with Descartes Route Planner, CLX, or other TMS systems
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