Lead Customer Service Rep

Denver, CO, United States

The Operations Team Lead oversees Job Management Representatives to ensure integrated jobs are moving through the process within the agreed upon Service Level Agreement, while maintaining all client facing and company expectations. The primary purpose of the Job Management Team Lead is to coach and mentor the team(s) to meet or exceed their goals on a daily and monthly basis.

It is expected that the Team Lead works with fellow team members on process and development; ensures the team has the training and tools to perform their jobs; and provides ongoing support while inspiring and motivating the team. In the absence of, or to further support the department head, incumbent may be temporarily be assigned additional duties.

The Operations Team Lead oversees daily operations of Integrated Job Management (JM) and Integrated Ordering for unoccupied properties across multiple business segments; Multi Dwelling, Single Family, Commercial and eCommerce. Report directly to senior management.

Duties and Responsibilities: (Overall essential job functions)

The activities which the person will be directly held accountable for are broken into the following principal areas and include:

* Responsible for ongoing customer facing interactions

* Ensure customer teams are effectively executing duties to meet customer expectations.

* Support team in meeting client Service-Level Agreements (SLA) requirements including but not limited to taking calls, entering work orders, and/or responding to general issues

* Maintain up-to-date awareness of customer SLA's via company provided reporting methods

* Establish and track Daily, Weekly & Monthly Goals, both individual and for the team

* Analyzes metrics, data, and other tools to validate employee productivities, process efficiencies and overall client satisfaction; to ensure the segment has optimized resources.

* Validate job(s) in customer portals are complete to include all information presented (pictures, permits, final inspections, etc.); final check before client is invoiced by accounting department

* Serves as initial escalation point to resolve problems as they arise through coaching job management representatives and/or working with the client to resolve.

* Maintains the confidentiality of all customer, client, and Company information.

* Positively respond to ad hoc client requests on a timely basis.

* Interacts politely and effectively with customers, fellow employees, and business partners.

* Maintains a flexible work schedule to accommodate account/client needs.

LEADING / DEVELOPING / INFLUENCING OTHERS

* In the absence of, or to further support the department head, incumbent may be temporarily be assigned additional duties.

* Coach/mentoring individual team members as necessary on a daily basis, including documenting the interaction on an individualized and ongoing development plan.

* Assist in training as needed.

* Follow up with the team to ensure jobs are completed in timely manner.

* Product & System Training (Initial & Ongoing).

* Continuing education.

* Set an example for others in leadership and communications, as well as cross-functional team influencing and interpersonal skills.

* Carry out supervisory responsibilities in accordance with Company's policies and applicable laws.

* Promotes a company culture that encourages improved morale and job performance.

* Incumbents report management by "walking around" (having continuous, fluid access to employees), while allowing them the freedom to do their jobs, is an effective way to inspire and motivate team members.

GENERAL

* Complies with all Company policies and procedures as well as Federal, State, and local regulations

* Demonstrates dependability and reliability by being punctual, working assigned shifts and completing responsibilities in a timely manner.

* Talks with, listens to and signals others to effectively exchange information; receives or gives direction; and effectively works as part of a team.

* Maintains accurate process documents in keeping with position requirements.

* Adheres to Motili Inc. culture related to respect for the individual, service to our customers and striving for excellence.

Exercises discretion and independent judgment while performing work duties relative to the account operations.

* Responsible for keeping Operations Managers informed of issues on a timely basis they need to be aware of.

* Keep up with industry terminology and products.

* Assist department manager in creating, preparation, implementation, and overall management of any Standard Operating Procedures (SOPs) applicable to the group.

* Maintains clean, professional, and safe work environment; creating an environment that welcomes employees and colleagues.

* Identify opportunities for continuous improvement.

* Performs other duties as assigned.

Qualifications:

Education

* Four-year Technical or Business Degree or equivalent combination of education and experience - required.

Experience

* 2-3 years in Job Management or related role

* Experience 1 + years of experience in management - preferred.

* Experience with Freshdesk, Customer Support Software is a plus.

Soft Skills

* Ability and willingness to adapt to changes in work setting - required.

* Demonstrated teaming skills - required.

Technical Knowledge

* Knowledge of and proficiency with electronic and information systems.

Computer Skills

* Strong keyboarding skills, knowledge of computer software (preferably with Windows based - MS Office - Excel, Word, PowerPoint, and Outlook - required.

* Background using project management software tool (- preferred. Experience with Asana - a plus. ) remove, not used

* MS Outlook - Ability to use Email/scheduling, creating, and updating spreadsheets - required.

Knowledge/Skills Required: (This section identical for all job descriptions regardless of position)

While the list of available knowledge and skills can be so numerous as to be unmanageable, the competencies that follow are universally applicable to all jobs and already in use within Goodman/Daikin. The best applicants will be able to demonstrate past successes using examples from the following list. Existing employees, in mastering the twelve competencies below, will excel in their job as they also help drive excellence in the organization.

Motili employees, in seeking development opportunities, are urged to consider the following list in selection of those activities.

* Action-Oriented - Ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

* Business Insight - Applying knowledge of business and the marketplace to advance the organization's goals.

* Builds Effective Teams - Uses workforce planning knowledge, engagement, and succession management to help build strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

* Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

* Cultivates Innovation - Creates new and better ways for the organization to be successful.

* Decision Quality - Makes good and timely decisions that keep the organization moving forward.

* Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to

effectively resolve problems.

* Manages Conflict - Handles conflict situations effectively, with a minimum of noise.

* Organizational Acumen - Applying knowledge of the organization to improve talent and business outcomes.

* Organizational Savvy - Maneuvering comfortably through complex policy, process, and people-related

organizational dynamics.

* Persuades/Drives Vision & Purpose - Using compelling arguments to gain the support and commitment of

others. Paints a compelling picture of the vision and strategy that motivates others to action.

* Self-Development - Actively seeks new ways to grow and be challenged using both formal and informal

development channels.

#J-18808-Ljbffr