Member Services - Floor Lead

The Floor Lead is a key member of the GOVX Member Services team. Responsible for providing leadership support to Member Services Team including floor operations, performance, ensuring efficiency, upholding office standards (attendance, professionalism, and decorum), resolving member escalations, and maintaining high service levels across all channels.  

Responsibilities 

• Oversee Member Services for floor operations, including full weekend management, by leading shift open/close procedures, resolving unassigned cases, completing required verifications, and ensuring readiness for the next business day. 
• Foster a strong and supportive team environment, contribute to the team culture by providing positive mentoring and constructive feedback. 
• Maintain floor visibility, monitoring team performance, workflow, and adherence to office standards. 
• Reinforce and support the team in upholding established processes, SOPs, and service standards. 
• Handle escalated customer issues with professionalism and problem-solving strategies that create win-win outcomes. 
• Report team updates, monitoring progress, performance metrics, and operational priorities. 
• Ensure adherence to established processes, SOPs, and service standards during assigned shifts. 
• Provide vendor support for all GOVX affiliate partners, vendors, and brands. 
• Shadow leadership in coaching, hiring, and other leadership functions to develop skills and readiness for expanded responsibilities. 

 Key Performance Indicators (KPIs)  

• Support the team in meeting SLAs for case resolution, ticket handling, and workflow efficiency during assigned shifts. 
• Reinforce service level and quality expectations to support Member Services goals across all channels. 
• Model strong individual performance, maintaining personal SLAs, ticket accuracy, QA scores, and CSAT targets. 
• Provide timely escalation support to minimize service disruptions and maintain member experience. 

• Education: High school diploma minimum with bachelor’s degree or equivalent experience.
• Experience: 2-4 years of experience in customer service, preferably in an e-commerce setting.
• Skills: Strong communication and problem-solving skills, proficiency in Microsoft office products: Word, Excel, PowerPoint, Outlook. 
• Attributes: 
• Member-centric, solution-based mindset, positive attitude, and willingness to learn and adapt in a fast-paced environment.
• High level of quality and accuracy demonstrated in prior roles.  
• A history of reliable shift coverage and adhering to work schedule with prior roles.  
• The ability to perform well in a highly dynamic, diverse, and rapidly changing environment.  

Pay Range

$23.00 - $25.00 per hour

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsible that are required of the employee for this job. Duties, responsible, and activities may change at any time with or without notice.