Coordinate Customer Service Team - The primary responsibility of an advisor team lead is to assist managing a team of advisors. Ensuring advisor team is adhering to schedules, managing ticket assignment via round robin, ensuring team is on time and aware of meetings, making sure the schedule is up-to-date.
Provide Direct Customer Support -
An advisor team lead responds directly to customers who need assistance. They may answer phone calls, chats or emails from customers to provide quick resolution of issues and questions or may provide assistance to a team member. Advisor team leads tend to provide more direct customer support during the department’s busiest times, but also assist customers throughout their shift.
Review and Resolve Escalations - If an advisor team member is unable to resolve a customer’s question or complaint, they escalate the call to an advisor team lead. The team lead then identifies a solution to the customer’s query or works with another department that can provide assistance. Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied. Always keeping Homesnap in mind while providing an exceptional experience.
Evaluate Team Members - Advisor Team lead will conduct monthly reviews with team members. Team leads monitor employee performance and note areas for improvement, using the QA rubric.
Support Process Improvement - Continue to ensure process improvements are implemented across the team.
Train New Hires - Team leads help to train new hires. They work closely with new team members to instruct them on company policies and best practices for resolving customer calls, chats and emails. Additionally, advisor team leads monitor new team members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed.
Work closely with SME to ensure processes are working correctly, work together to suggest new processes, communicate problem tickets, work together to communicate issues to other departments.
Skills and Qualifications:
Team leadership – Advisor team leads manage teams that can range from a few people to large departments, so effective team coordination and organization skills are vital
Performance evaluation – customer service team leads should also have some experience with employee evaluations to successfully manage their team’s growth and performance
Conflict resolution – customer service team leads must quickly and effectively resolve customer issues, particularly when a customer is unhappy with the company’s product or service
Problem-solving skills – this role also requires significant problem-solving skills, as a customer service team lead needs to assess the situation when a customer calls or emails and rapidly arrive at a resolution
Communication skills – this role relies heavily on both written and verbal communication when interacting with customers and directing team members
Team values: Embody them and instill them in the team everyday through action.
The perfect candidate: Has been in a leadership role or is an extremely high performer with natural leadership qualities. An individual that is a self starter with an innovative way of thinking that constantly challenges the status quo. This individual authentically loves to help -- internally and externally. We expect this individual to lead by example and set the tone for customer experience.