Lead Contact Center Agent

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career!

ELS is hiring for the position of Lead Contact Center Agent in Biloxi, Mississippi.

What you’ll do:

The Lead Contact Center Agent serves as a frontline leader within the contact center, providing guidance, and support to customer service representatives while ensuring exceptional customer experiences. This role acts as a subject matter expert, assists with escalated customer concerns, and helps drive operational excellence through adherence to company policies, procedures, and service standards.

Your job will include:

- Handling customer interactions across phone, email, chat, and other communication channels.
- Providing real-time support and guidance to contact center agents.
- Assisting supervisors and managers with daily operational tasks when requested.
- Managing escalated customer concerns and ensuring timely resolution.
- Maintaining accurate records and documentation within customer relationship management (CRM) systems.
- Collaborating with cross-functional teams to address customer issues and improve service delivery.
- Acting as a point of contact when supervisors or managers are unavailable.
- Lead by example by delivering exceptional customer service and demonstrating professional communication skills.
- Support day-to-day call center operations and serve as a resource for team members.
- Assist agents in resolving complex customer inquiries, complaints, and escalations.
- Monitor call queues to help maintain service level goals.
- Promote a positive, collaborative, and customer-focused team environment.
- Identify process improvement opportunities and provide feedback to leadership.

Experience & skills you’ll need:

- High school diploma, or the equivalent.
- 2-3 years of experience in a contact center environment.
- Previous leadership, mentoring, coaching, or team lead experience preferred.
- Ability to handle difficult customer interactions with professionalism and empathy.
- Dependable, adaptable, and capable of performing effectively in a fast-paced environment.
- Dedication to exceptional customer service.
- Excellent written and verbal communications skills.

In return for your excellent skills and abilities, we offer a comprehensive benefits package including: medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time.

We invite you to visit our web site at www.equitylifestyleproperties.com for additional information regarding our exceptional resort communities.

As an Equal Opportunity Employer, we welcome and thank all applicants.