Customer Service Lead

At Urban Surfaces, customers are the heroes of our story—and we’re looking for a Customer Service Lead who makes sure they feel it every day.

As the Customer Service Lead, you’ll be the cornerstone of our customer experience. You’ll guide the CSR team to deliver exceptional service, ensure every order and interaction meets our highest quality standards, and proactively identify ways to make our processes faster, clearer, and more reliable for customers.

You’ll serve as the bridge between departments—collaborating closely with Purchasing, Accounting, Logistics, and Warehouse—to resolve issues, prevent bottlenecks, and create smooth handoffs that add real value to our partners.

Hours: This position is fully in office, Monday - Friday 8:00 AM - 4:30 PM

What You’ll Do:

Lead & Inspire

• Model a “customer-first” mindset that makes every customer feel valued and supported.
• Mentor and coach CSR team members to uphold Urban Surfaces’ values: Relational, Responsible, Reliable.
• Foster a culture of ownership and positivity—where the team takes pride in solving problems and creating great experiences.
  

Quality & Customer Experience

• Oversee daily order entry, accuracy, and fulfillment tracking to ensure error-free execution.
• Audit customer interactions and transactions to maintain the highest level of service quality.
• Respond to escalated customer issues quickly, professionally, and with empathy.
• Champion continuous improvement by analyzing recurring issues and leading root-cause solutions.

Cross-Department Collaboration

• Partner with Purchasing to anticipate inventory gaps and communicate customer needs.
• Work with Accounting to resolve billing discrepancies and improve payment workflows.
• Collaborate with Logistics and Warehouse to align scheduling, shipping, and delivery expectations.
• Serve as the voice of the customer in internal meetings—helping other departments see how their work impacts the customer journey.

Process Improvement

• Identify inefficiencies in workflows and propose solutions that enhance accuracy, speed, and communication.
• Support implementation of new tools, SOPs, and systems that strengthen the customer experience.
• Track performance metrics (response times, accuracy rates, customer satisfaction) to drive accountability and celebrate success.

What You’ll Bring

• 3+ years of customer service experience; prior lead or supervisory experience preferred.
• Deep passion for helping customers and empowering teams to serve with excellence.
• Exceptional communication skills and emotional intelligence.
• Strong organizational and problem-solving ability with attention to detail.
• Proficiency in Google Workspace; NetSuite experience a strong plus.
• Ability to thrive in a fast-paced, collaborative environment with shifting priorities.
• Bilingual (Spanish/English) preferred.

What We Offer

• $30–$38/hour DOE
• Paid Time Off & Paid Holidays
• Health, Dental & Vision Insurance
• Life Insurance
• 401(k) Profit-Sharing Plan
• Bi-weekly company-sponsored lunches

About Urban Surfaces

Urban Surfaces is a leading distributor of hard surface flooring based in Corona, California. We don’t just sell flooring — we build partnerships.

Our Mission:
We know businesses are hurt by unreliable suppliers. We believe everyone deserves a trusted partner to depend on. That’s why we keep our promises—so our customers can keep theirs.

Our Core Beliefs:

• Relational: Because people matter, we treat customers and teammates with respect.
• Responsible: Because actions matter, we stay accountable and clear in how we operate.
• Reliable: Because partnerships matter, we’re dependable and responsive in all we do.