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Customer Service Lead
- Access Dubuque (Dubuque, IA)
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Customer Service Lead
Express Employment Professionals
1 Positions
ID: 14482041
Posted On 11/04/2025
Job Overview
Express Employment Professionals is seeking an experienced **Customer Service Lead** for a growing company in the **Dubuque area** . This position plays a vital role in ensuring an exceptional online customer experience by overseeing day-to-day eCommerce operations, resolving complex issues, and coaching a small, dedicated customer service team.
The ideal candidate is detail-oriented, empathetic, and thrives in a fast-paced environment where leadership, organization, and communication make all the difference.
Key Responsibilities:
+ Lead daily operations of the eCommerce Customer Service team, ensuring prompt, professional responses to customer inquiries via phone, email, and chat.
+ Serve as the main point of contact for escalated customer issues, taking ownership of resolutions and maintaining a positive experience.
+ Coach, train, and mentor team members to uphold service standards and enhance team performance.
+ Monitor performance metrics (response time, resolution rate, customer satisfaction) and implement improvements as needed.
+ Coordinate workloads and adjust priorities based on seasonal demand, call volume, and order activity.
+ Oversee online order management, including returns, exchanges, refunds, and payment verification.
+ Collaborate with fulfillment, marketing, and store teams to ensure accurate order processing and timely delivery.
+ Maintain and update customer service documentation, FAQs, and training materials.
+ Identify recurring issues and propose process enhancements to improve overall efficiency and customer satisfaction.
+ Assist the E-Commerce Manager with team scheduling, workflow improvements, and performance evaluations.
Qualifications:
+ Minimum of 3 years of experience in **eCommerce customer service, retail support, or contact center leadership** .
+ Strong leadership, coaching, and mentoring skills.
+ Excellent written and verbal communication with a customer-first mindset.
+ Proficiency in Microsoft Office Suite; familiarity with ERP, CRM, and order management systems preferred.
+ Ability to manage shifting priorities while maintaining composure and professionalism.
+ Prior experience training others and documenting workflows a plus.
+ Experience with AS400, Authorize.net, Modern Retail, Signifyd, Avalara, or YotPo is beneficial.
Schedule & Pay:
+ Monday–Friday, standard daytime hours
+ $22–$26/hour, depending on experience
+ Hybrid schedule with **5 work-from-home days per month**
Join a team that values collaboration, initiative, and exceptional customer experiences.
Primary Contact
1731509386103
Express Employment
Office,
(563)583-1600
Phone
Phone
Phone
Fax
Email
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False
True
Job Details
Categories
Advertising/Marketing/Public Relations
Clerical/Office Administration
Customer Service
Delivery
Labor
Management/Executive
Retail Sales
Sales/Service
Location
Dubuque, IA
Job Type
Employee
Full/Part
Full Time
Company ID
1011
Job REQ #
14482041
\# Positions
1
Start Date
20251104
End Date
20260109
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Express Employment Professionals
About the Company
About Express
On a Mission to Put
a Million People to Work
Express Employment Professionals is one of the top staffing companies in the U.S. and Canada. Every day, we help people find jobs and provide workforce solutions to businesses. Express has more than 750 franchise locations that provide a full range of employment solutions that include full-time, temporary, and part-time employment in a wide range of positions, including professional, commercial, and administrative. Each Express office is locally owned and operated and backed by the expertise and support of an international headquarters. Simply put, Express is large enough to meet your needs and small enough to care.
If you're a job seeker, Express will assess your skills and work with you to find a job that fits your needs and abilities. Applicants never pay a fee at Express, and you'll have the opportunity to earn benefits such as medical insurance, holiday pay, vacation pay, referral bonuses and much more. Learn more.
For employers, Express Employment Professionals provides staffing and HR solutions to help meet your needs and production goals.
Follow our Facebook Page! Facebook.com/ExpressDbq
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