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IDR is seeking a Customer Care Team Lead to join one of our top clients for an opportunity in Suwanee, Georgia. In this role, you will support a high-volume customer care environment by providing frontline coaching, handling escalations, and helping the team deliver consistent service outcomes. This is a hands-on “player/coach” opportunity within a large, well-established organization in the HVAC/manufacturing industry.
Position Overview for the Customer Care Team Lead:
- Provide day-to-day coaching, real-time guidance, and performance support for customer care advisors
- Monitor queues, inboxes, and case backlogs to help maintain service levels and timely customer responses
- Serve as an escalation point for complex customer issues and drive resolution through follow-up and coordination
- Support quality monitoring efforts, feedback loops, and continuous improvement initiatives
- Partner cross-functionally (training, quality, technical support, and other stakeholders) to improve customer experience
Requirements for the Customer Care Team Lead:
- 3+ years of experience in customer service, customer care, or technical support within a fast-paced environment
- Prior experience leading, coaching, training, mentoring, or serving as a senior/SME escalation resource for a team
- Demonstrated ability to manage escalations and de-escalate challenging customer situations with professionalism
- Experience using customer support tools such as CRM systems, knowledge bases, and reporting/dashboard tools
- Strong organizational, communication, and multitasking skills with proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
What’s in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated’s Best of Staffing® Client and Talent Award winner 12 years in a row.
IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws.
To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here.
Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications.
If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com