Lead - Customer Experience in Clearwater, FL at PODS

Date Posted: 8/28/2021

Job Snapshot

Job Description

JOB SUMMARY

Responsible for assisting with the overall performance, productivity, triage analyses and product & process questions of associates. The Team Lead will help manage customer problem/resolution; sales, cancellations, floor walking, and other necessary duties. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Handle escalated calls as necessary to ensure quality customer service 
    • Handles issues in the best interest of both customer and company. Ability to assess and identify root cause and proceed with appropriate action to resolve matter.  
  • Communicate directly with customers along with Franchise and Corporate staff/departments regarding customer issues/requests in an attempt to resolve open issues and provide a seamless PODS experience to the customer 
  • Assist in monitoring and coaching to standards, metrics, performance criteria, quality, and policies and procedures.  
  • Provide feedback to appropriate management on errors/issues to improve agent development and growth 
  • Backfill supervisor position for short-term periods or as needed 
  • Help troubleshoot issues; reporting and documenting technical issues 
  • Knowledgeable on all company processes that could impact a customer experience 
    • Ability to interpret, navigate PODS proprietary systems and be in full understanding to explain all process / product questions  
  • May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

  • Typically reports to Management.  Direct supervisor job title(s) typically include: Customer Service Supervisor 
  • Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • High School diploma or equivalent, some college desirable
  • 4-6 year experience working in a call center environment , preferably within a high volume call center or other fast-paced, service-oriented environment
  • 3+ years sales and/or customer service experience
  • Possess math skills sufficient to perform required duties
  • Or an equivalent combination of education, training or experience

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

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