CRG
Lead Bilingual (Spanish) Customer Service Representative
CRG, Chesapeake, Virginia, United States, 23322
Lead Bilingual (Spanish) Customer Service Representative
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
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. The 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
– 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.
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.
Customer Escalation Support
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.
Warehouse Check‑In Support (AM)
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.
Team Leadership & Communication
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.
Qualifications Requirements
Fluent in Spanish and English
– must be able to speak, listen, and translate clearly in both languages.
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.
Preferred Experience
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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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
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. The 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
– 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.
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.
Customer Escalation Support
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.
Warehouse Check‑In Support (AM)
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.
Team Leadership & Communication
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.
Qualifications Requirements
Fluent in Spanish and English
– must be able to speak, listen, and translate clearly in both languages.
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.
Preferred Experience
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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