Call Center Supervisor

4 weeks ago

West Palm Beach, United States Storage Rentals of America Full time
Job DescriptionJob Description

Become the newest member of our exciting team at Storage Rentals of America

Storage Rentals of America (SROA) was founded in 2013 and through an aggressive growth strategy, we have grown to over 450locations across 30 states. It is our mission to provide affordable, clean, and secure self-storage facilities in the communities we serve.

We are currently looking to add a Call Center Supervisor to our growing team.

A Call Center Supervisor will serve as a coach, mentor, and subject matter expert to the Call Center team. Under the guidance of the Call Center Manager, the Team Lead will provide guidance and support to assist in ensuring the immediate needs of the team, business, and customers have been properly addressed.

ESSENTIAL FUNCTIONS:

  • Assist the Contact Center Manager in managing day-to-day operations and serve as a liaison for the Storage Services Specialists
  • Support QA standards for staff, ensuring calls are compliant with standards, escalating issues as needed, and maintaining communication with customers and management teams.
  • Monitor attendance of agents to ensure punctuality from lunches and breaks
  • Serve as a subject matter expert in regard to Self-Storage processes including move-in guidelines, customer satisfaction, payment options and billing cycle verification
  • Contribute a culture of accountability, continuous improvement, and personal excellence by coaching and mentoring employees, who may need additional training and/or support
  • Provide floor support, including escalated calls or to assist in queue busting, as needed and when directed by the manager
  • Complete regular reports to management and offer new ideas to improve performance at the contact center
  • Develop knowledge and understanding of the entire SROA organization to answer questions and direct calls appropriately; in particular, maintain familiarity with properties, vendors, and fee structures
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
  • Oversee and work with remote employees as needed.
  • Serve as a manager on duty when the manager is out of the office or as directed
  • Perform other duties as assigned

JOB REQUIREMENTS:

  • HS Diploma or equivalent required.
  • 3+ years in a Contact Center environment of which 2+ years in a lead role
  • Supervisory experience: previous self-storage organization preferred

KNOWLEDGE, SKILLS, AND ABILITIES FOR THIS POSITION:

  • Microsoft Office knowledge required
  • Team management experience
  • Strong organization, communication, and leadership skills
  • Ability to deal with demanding customers and escalations
  • Must have a positive outlook, willingness to lead by example, sense of responsibility, and a high level of motivation
  • Creative Thinking
  • Flexibility in working hours, including the ability to work nights and weekends

SROA Offers:

  • Competitive pay
  • Medical/Dental/Vision Coverage
  • Generous 401(k) match
  • Paid Time Off
  • Work/Life balance
  • Learning and development opportunities to maximize your potential.
  • Great Culture

SROA is an equal employment opportunity employer.

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