Customer Service Team Lead & Administrative Assistant

Defense Holdings, Inc. (DHi)
Location: Hybrid (US)
Employment Type: Full-Time
Department: Client Services / Administration
Reports To: Client Services Manager

Position Summary

Defense Holdings, Inc. (DHi) is seeking a Customer Service Team Lead & Administrative Assistant to lead a team of customer service representatives while also providing administrative support. This role involves ensuring exceptional customer service and team performance, alongside overseeing administrative tasks to ensure smooth office operations.

Key Responsibilities

Customer Service Leadership

• Supervise and mentor customer service representatives, ensuring high levels of service.
• Address customer escalations and resolve complex issues promptly.
• Develop and implement customer service training programs and quality assurance standards.

Administrative Support

• Provide administrative support to the client services team, including scheduling meetings, organizing files, and preparing reports.
• Coordinate client meetings, events, and office activities.
• Manage office supplies and maintain office organization.

Performance Monitoring

• Monitor team performance and set goals to meet client service standards.
• Prepare regular performance reports and share feedback with the team.

Required Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• 2+ years of experience in customer service or administrative leadership.
• Proficiency in Microsoft Office Suite and customer service software.
• Strong organizational, communication, and problem-solving skills.

Preferred Qualifications

• Experience in customer service within the defense or government contracting sectors.
• Knowledge of customer service best practices and training programs.

Core Competencies

• Leadership: Ability to inspire and lead a customer service team.
• Customer-Centric: A strong focus on customer satisfaction and service excellence.
• Organizational Skills: Strong administrative and organizational abilities to manage various tasks simultaneously.

Work Environment

• Professional office environment (or hybrid/remote if applicable).
• Occasional travel may be required.

Compensation & Benefits

Defense Holdings, Inc. (DHi) offers a competitive compensation package including:

• Competitive base salary (commensurate with experience)
• Medical, Dental, and Vision Insurance
• 401(k) with company match
• Paid Time Off (PTO) and Holidays
• Life and Disability Insurance
• Professional development opportunities

Equal Opportunity Employer Statement

Defense Holdings, Inc. (DHi) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics in accordance with applicable laws.