This site uses cookies. To find out more, see our Cookies Policy

Lead - AR Customer Solution Team in Clearwater, FL at PODS

Date Posted: 2/13/2019

Job Snapshot

Job Description

JOB SUMMARY

Responsible for assisting with the overall performance, productivity development, training, analyses and motivation of assigned associates reporting to this position. The Team Lead will help manage customer problem/resolution; coaching, call monitoring, schedule adherence, floor walking, and other necessary duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Responsible for  assisting with the overall performance and productivity of associates
  • Provides coaching and on-going feedback to influence the outcome of expected goals, customer satisfaction and customer service excellence
  • Assist with supervising a team of approximately 10-20 associates
  • Learns to analyze metrics to ensure workforce alignment with goals and objectives
  • Monitor and coach to standards, metrics, performance criteria, policies and procedures in order to continuously improve productivity and performance
  • Maintain strategy to ensure customer satisfaction on all customer interactions
  • Ensure adherence to process methodologies to maximize performance and productivity
  • Supervise workforce force to balance cost, quality and service objective
  • Provide team motivation and development to maximize performance
  • Handle escalated calls as necessary to ensure quality customer service
  • Manage Supervisor take over calls as well as voicemail messages
  • Ensure schedule adherence by associates
  • May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

  • Typically reports to Management.  Direct supervisor job title(s) typically include: Mgr – AR Remediation
  • 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 accounting and/or customer service experience
  • Possess math skills sufficient to perform required duties
  • Or an equivalent combination of education, training or experience

PHYSICAL REQUIREMENTS

  • Ability to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; Vision sufficient to view small details on a computer monitor
  • Ability to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 50 lbs.
  • Ability to hear and verbally communicate using a telephone handset and/or connected headset device

WORKING CONDITIONS

  • Regular business hours.  Some additional hours may be required.
  • Travel requirements:  Negligible
  • Climate-controlled office environment during normal business hours.
  • Regular attendance and punctuality required
  • May be subject to  pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy

 

DISCLAIMER

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job. 

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.

 

#LI-MT1

 

Not Ready to Apply?

Not Ready to Apply?

If you’re interested in career opportunities, but not ready to apply, join our Talent Network to stay connected to us and receive updates on the latest job opportunities and company news.