JOB SUMMARY
Responsible for assisting with the overall performance, productivity, and product & process questions of associates. The Team Lead will help manage sales, coaching, floor walking, and other necessary duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Assist with overall attainment of sales goals and additional sales metrics based on assigned support teams.
- Assist in monitoring and coaching to standards, metrics, performance criteria, quality, and policies and procedures.
- 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
- Provide feedback to appropriate management on errors/issues to improve agent development and growth
- Cover supervisor shift 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
- Handle escalated Sales calls as necessary to ensure quality 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.
- May perform other duties and responsibilities as assigned
