View All Jobs at PODS

Sup I - Customer Advocacy in Clearwater, FL at PODS

Date Posted: 6/22/2018

Job Snapshot

Job Description

JOB SUMMARY

Responsible for the day to day leadership and oversight of Customer Advocacy Associates who provide support and assistance to customers who have escalated issues, and/or issues that require special handling above and beyond the normal PODS customer care processes.  He/she will ensure that the customer issues are resolved in an effective and efficient manner, within the guidelines established by PODS and the Customer Advocacy Department. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Advocate

  • Handle highly escalated crucial issues as necessary, using sound judgment to bring issues to resolution
  • Take ownership when issues need to be escalated or when a customer requests to speak to a member of management.
  • Superior negotiation skills; be able to work directly with customers and negotiate an outcome that solves the customer’s problem in a fair and equitable yet financially responsible manner.
  • Excellent negotiation skills; be able to work directly with customers and/or customer representatives (ex: an attorney) and bring the issue to closure.
  • Collaborate with other departments as necessary in order to bring closure to a customer issue.

 

Staffing, Personnel Policies and Procedures

  • Interview, select, promote, schedule and discipline employees
  • Monitor and track agent’s attendance and punctuality.
  • Prepare documentation for counseling, attendance issues, time off requests, contact summaries.
  • Responsible for weekly payroll review and submission to ensure correct entries in a timely manner.
  • Act as an internal subject matter expert on PODS processes and procedures.

 

Employee Training and Development

  • Monitor and coach to standards, metrics, performance criteria, quality, and policies and procedures.
  • Ensure the team follows very rigid documentation processes in regards to escalation resolution.
  • Support Associate development through coaching, training, and mentoring.
  • Work with other members of the operations team to develop and deploy process and procedure changes that directly relate to customer escalations.
  • Coordinate meetings and communications to provide ongoing training and informational materials to the Customer Advocacy team. The purpose of these materials is to enhance staff understanding of the policies and practices and how they impact all aspects of the company and how they interact with Advocacy.

 

 

Employee/Team Performance Management

  • Foster team spirit and high employee morale.
  • Monitor production of Customer Advocacy Associates and ensure timely completion of customer incidents.
  • Closely monitor team capacity and optimally and equitably distribute workload, so as to minimize the aging of an escalated issue.
  • Set team direction, resolve problems and provide guidance to members of the team
  • Adapt departmental plans and priorities to address business and operational challenges
  • Handle emergency / high-risk escalations; adjust personal or team work schedules in order to handle the issue(s) quickly and effectively – minimizing additional brand or financial damage.

 

Analysis and Reporting

  • When appropriate, escalate issues to Legal, Marketing/Public Relations, or key Department Heads.
  • Using quantitative data, identify key gaps in organizational processes and facilitate the proper communication of those gaps to ensure process improvement.
  • When appropriate, initiate a hierarchal escalation and communication process to ensure there is proper visibility into “extreme high visibility” escalated issues.
  • Effectively evaluate data and develop strategies to aid other business units with process improvements.
  • Attend weekly, monthly and quarterly meetings with cross departmental leadership to provide insight into the kinds of calls that come into Customer Advocacy to ensure that customer’s perspectives are represented.
  • Responsible to create, track and evaluation of the internal advocacy plan. Including but not limited to team, functions, SLA’s, process/procedures.
  • Adapt departmental plans and priorities to address business and operational challenges

 

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

  • Typically reports to Management. Direct supervisor job title(s) typically include: Sr Mgr – Customer Advocacy
  • Job is directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management). Job title example(s) of employees directly supervised: Customer Resolution Team Associate, Office of the Executive Associate, Customer Advocacy Associate.

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • High School diploma or equivalent
  • Associates or Bachelor’s degree preferred
  • 2-4 years of previous customer care operations supervisory experience
  • Analytical and process oriented by nature
  • Experienced in tactical problem solving
  • Superior communication and negotiation skills (verbal and written)
  • Proven ability to leverage cross-functional alliances to solve problems
  • Demonstrated success in maximizing large team performance
  • Ability to work flexible hours and days, including weekends, evenings, or holidays as required
  • 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: 10%
  • 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