Central Support Team Lead

Job Purpose

The Central Support Team Lead will assist team members in achieving team objectives and KPIs, act as the initial escalation point for both customers and team members, engage in training new hires, and help with scheduling and resource allocation for the team. Additionally, this position is integral to the leadership group that helps ensure the team responds quickly to customer inquiries, providing a top-notch experience. The role plays a part in addressing all aspects of incoming requests, including quotes, reservations, dispatch, accurate invoicing, and reporting, in a timely, reliable, and high-quality manner.

What you will do...

• Support the team in meeting established team and individual KPIs for response times.
• Promote a comprehensive understanding of all departmental processes and procedures.
• Aid leadership in monitoring adherence to team schedules and participate in resource allocation,
• including scheduling activities.
• Detect training gaps through continuous training of assigned team members and communicate
• improvement areas to leadership.
• Handle escalations from both customers and team members, involving leadership when necessary.
• Recognize customer needs and respond appropriately in a timely manner. Collaborate with operations to fulfill those needs.
• Implement business strategies to achieve the goal of providing exceptional customer service for needs during business hours and dependent upon team, after-hours.
• Deliver daily/weekly feedback to leadership.
• Collaborate with leadership on special projects.

Requirements

• Bachelor’s degree, Associates degree, or comparable experience required.
• 2 years of progressive leadership experience.
• Proven experience providing excellent customer experience.
• Proficiency with using CRM tools such as Salesforce is essential.
• Must be fluent and able to support others in the correct use of Rentalman.

Skills

• Ability to type at least 30 words per minute.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Teams.
• Demonstrate leadership qualities and focus on achieving results.
• Capable of organizing and managing multiple individuals and priorities.
• Proficient in dealing with difficult customers and problems.
• Exhibit professional communication skills.
• Able to follow up with internal and external customers promptly.
• Must adapt to evolving business needs.
• Detail-oriented.
• Motivated to reach goals independently.
• Collaborative mindset to drive outcomes.
• Strategic thinking and problem-solving abilities.