Pods Clearwater , FL 33755
Posted 2 days ago
Essential Duties and Responsibilities for Sales and Customer Service Team Lead
Operate Advanced Communication Systems: Utilize the Five9 phone system to effectively manage high volumes of customer calls. Ensure daily proficiency with sophisticated communication tools.
Salesforce Case Management: Use subject matter expert knowledge of Salesforce for comprehensive management and resolution of customer cases, ensuring detailed tracking and prompt resolution.
Sales Value Process Coaching: Mentor and guide the sales/quality/customer service team in implementing and excelling in the sales value process, enhancing their ability to effectively promote company products and services.
Advocacy Case Creation and Closure: Assist in customer transactions and resolve advocacy cases, focusing on thorough attention to detail to boost customer satisfaction and loyalty.
Leadership Escalation Handling: Manage and resolve high-level escalation calls and cases with expert solutions, maintaining professionalism in all interactions.
Articulate Value Propositions: Train and coach team members on effectively articulating value propositions during sales coaching sessions.
Customer Relationship and Satisfaction: Foster and enhance customer relationships from the initial interaction to the final scheduling of container pick-up, striving for 100% customer satisfaction.
CRM Utilization: Employ CRM tools to effectively manage and update the customer account lifecycle, ensuring accurate logging and up-to-date customer information.
Logistics Coordination: Oversee the scheduling of deliveries, pick-ups, re-deliveries, and final container pick-ups, ensuring smooth logistics operations.
Franchisee and Corporate Relations: Maintain strong, customer-centric, and profit-oriented relationships with franchisees and corporate operations staff.
Operational Excellence: Perform comprehensive audits of customer interactions and surveys to ensure that all team members exemplify leadership standards in character and conduct.
Performance and Quality Assurance: Evaluate team interactions, provide targeted coaching based on the sales value process, and generate actionable insights from customer feedback and root cause analyses.
Leadership and Development: Foster alignment with company leadership through training, calibration sessions, and consistent feedback, mentoring team members to exceed customer service and sales standards.
Additional Responsibilities: Adapt to evolving business needs and contribute to the team's success by performing other duties as assigned.
JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)
JOB QUALIFICATIONS: Education & Experience Requirements
High School Diploma or equivalent required. Associate degree preferred
2-4 years' experience working in a high volume sales call center or three years in a customer service related environment ; B2B experience preferred
Collaborative with strong negotiation and mediation skills
Excellent written and verbal communication skills
Problem solver able to deal with ambiguity
Pods