Summary:
The Customer Service Team Lead is responsible for directing and motivating of the customer service staff, along with tracking of day to day call functions, follow-up on open leads, and initial customer concern resolution where applicable. The team lead is also responsible for overseeing customer response representative functions. The team lead will complete the daily, weekly and monthly reporting for individual CSR's and their team as a whole. The team lead will enforce all TWO MEN AND A TRUCK® system standards and procedures to provide excellent service to our customers.
Duties/Essential Job Functions:
Promote and protect the TWO MEN AND A TRUCK® brand and ensure delivery of excellent customer service.
Ensure achievement of CSR's sales goals and objectives by coordinating with staff to continually increase sales and minimize expenses.
Oversee CSR's performance by evaluating moving sales, box sales, comment card scores, mystery shop scores, estimate accuracy and closing rates.
Oversee CRR performance by ensuring a response, in a timely manner, to assigned email leads in the Footprints software.
Work with the training and QA team to identify areas of opportunity and training needs for the CSR staff.
Motivate CSR's and CRR's by offering encouragement and development in a team atmosphere with open lines of communication.
Monitor and provide feedback to CSR's and CRR's on all customer communications.
Assist staff with problem resolution.
Assist in development and review of CSR and CRR procedures and materials.
Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications; establishing and maintaining personal networks; participating in professional organizations.
Work with management to develop and prepare monthly executive reports as well as gather research and statistics.
Perform estimates and scheduling of moves in MWC2 as needed.
This is a full time position. One must be available to work Monday - Saturday 3pm-12am and Sunday 9am-6pm. Weekly schedules are flexible and will vary
Other customer service-related and customer response-related activities, as deemed appropriate by the CRC Operations Manager
Supervisory:
Responsible for the direction and day-to-day supervision of the 2nd Shift CSR and CRR staff.
Education or Equivalent Experience:
Must be proficient with the following Microsoft applications:
Excel
Word
Outlook
Education – Minimum 2 yr. Associates Degree and/or Minimum of 1-2 yrs. experience within the TWO MEN AND A TRUCK® system.
At least 3 – 5 years of call center experience
The ability to effectively present information in one-on-one and small group situations to customers and other employees of TWO MEN AND A TRUCK®.
Mathematical Skills – ability to add, subtract, multiply and divide using whole numbers and decimals.
Ability to perform operations using units of currency, weight measurements, volume, distance, and time.
The ability to solve practical problems and interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Skills/Knowledge/Abilities (SKA) Required:
Knowledge of TWO MEN AND A TRUCK® System policies, procedures, and industry
Strong oral and written communication skills
Strong interpersonal skills
Strong team player who works productively with a wide range of people and personalities
Demonstrate integrity, ethical standards, and commitment to TWO MEN AND A TRUCK® Core Values
Proficient in relevant computer applications
Knowledge of customer service principles and practices
Excellent typing skills (40 WPM, 10-Key)
Knowledge of administration and clerical processes
Great listening and organizational skills
Adept in problem analysis and solving
Possess attention to detail, initiative and sound judgment
Ability to be resilient and adapt
Working Conditions:
This position is located in an office setting, no unusual hazards should be expected.
