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Customer Experience Team Lead
2 months ago
The Customer Experience Team Lead will drive individual development and team success through constructive coaching and results-oriented motivation. This individual will work closely with our Advocates and Managers to ensure that the Customer Experience team performs to the best of their ability.
Key Responsibilities- Team Leadership: Lead, mentor, and motivate the Customer Experience team to perform at the highest level.
- Quality Assurance: Ensure all Advocates meet or exceed all Carvana standards.
- Process Improvement: Actively look for ways to improve the overall customer and Advocate team experience.
- Policies and Procedures: Implement policies and procedures to exceed customer advocate standards.
- Reporting and Analytics: Maintain and produce daily, weekly and monthly reports of quality metrics and respective targets and goals.
- Customer Issue Resolution: Address and effectively manage complex and sensitive customer-facing issues.
- Business Performance: Proactively communicate with leadership regarding business performance, adverse impact of decisions on the customers and potential risks to the business.
- Team Morale: Be a continuous positive force within the office, creating strong morale and spirit throughout the Advocate team.
- Leadership Experience: 2+ years of supervisory/leadership experience.
- Education: High School Diploma, GED, or equivalent education required.
- Communication Skills: Ability to communicate clearly and concisely, both internally and externally.
- Task Delegation: Ability to effectively delegate tasks to team members.
- Multitasking: Ability to multitask and prioritize effectively.
- Problem-Solving: Ability to diagnose and resolve complex issues.
- Management Experience: Experience working with all levels of management.
- Coaching and Motivation: Strong ability to coach and motivate others.
- Strategic Planning: Experience with strategic planning and process improvement.
- Goal Achievement: Successful track record of guiding teams to exceed goals.
- Customer Relations: Strong customer relations skills.
- Problem Diagnosis: Ability to diagnose and solve problems.
- Project Management: Strong project management skills.
- Interpersonal and Leadership Skills: Excellent interpersonal and leadership skills.
- Flexibility: Willingness to work on weekends.
