Customer Service Lead

Job Description

Job Description

Job Title: Customer Service Lead
Location: Bethlehem, PA
Type: Full-time, Non-Exempt (Hourly)

About the Role

A respected organization in the Lehigh Valley is seeking a Customer Service Supervisor to lead a team of representatives across multiple locations. This is a full-time, permanent role offering consistent hours, competitive pay, and strong benefits. The ideal candidate brings leadership experience, a service-first mindset, and a passion for team success.

Key Responsibilities

• Supervise and support Customer Service Representatives across different sites

• Provide phone and in-person assistance to customers

• Manage customer inquiries related to reservations, ticketing, scheduling, travel insurance, refunds, and invoicing

• Handle escalated customer concerns and document incident reports as needed

• Prepare daily cash-out and operational reports

• Monitor and maintain office supply levels and workspace organization

• Coordinate team schedules, approve time off, and verify timesheets for payroll

• Conduct performance reviews and support onboarding/training of new staff

• Ensure adherence to company policies to maintain service quality and customer satisfaction

Requirements

• Prior supervisory or lead experience in a customer service setting

• Strong communication, leadership, and conflict-resolution skills

• Ability to manage multiple tasks and teams across locations

• High attention to detail and strong sense of responsibility

• Basic computer proficiency and ability to learn new systems

• High school diploma or equivalent required; experience in the travel or hospitality industry is a plus

Physical Requirements

• Ability to sit or stand for extended periods

• Must be able to lift up to 15 lbs

• On-site presence required in Bethlehem, PA

Company Description

FIA NOW Employment Solutions employment services and solutions company, providing Staffing, Career Coaching and Sourcing Services to clients across all industries. We provide quality services with integrity, and promote diversity within the workforce.

Celebrating our 11th year in the Lehigh Valley, FIA NOW is an award-winning, 100% minority-owned business (MBE).
Our motto “Corporate service with a personal approach”, reflects the drive and commitment to quality that we strive to deliver each day. We began our journey in New York City, and relocated to Lehigh Valley, PA.

Company Description

FIA NOW Employment Solutions employment services and solutions company, providing Staffing, Career Coaching and Sourcing Services to clients across all industries. We provide quality services with integrity, and promote diversity within the workforce.\r\n\r\nCelebrating our 11th year in the Lehigh Valley, FIA NOW is an award-winning, 100% minority-owned business (MBE).\r\nOur motto “Corporate service with a personal approach”, reflects the drive and commitment to quality that we strive to deliver each day. We began our journey in New York City, and relocated to Lehigh Valley, PA.