What are the responsibilities and job description for the Account Support Team Lead position at Clark Associates Companies?
POSITION SUMMARY
The Account Support Team Lead plays a critical role in driving the success of Clark National Accounts by overseeing the development and implementation of customer service best practices and operational protocols within the Account Support team. The Account Support team is tasked with finding innovative solutions for customers by utilizing critical thinking, ensuring operational efficiency, making cost-effective decisions, and maintaining an emphasis on hospitality. The Team Lead ensures that Representatives set the industry standard for customer experience across the brands we partner with in the commercial, non-commercial, and chain restaurant market segments.
The Team Lead will accomplish this through a focus on people and process. From a people perspective, they are expected to develop and maintain a cohesive, productive team environment through an engaged approach to leadership. This should include active observation and coaching, setting clear expectations, and expanding professional development initiatives. Hospitality and relationship building are fundamental to our customer service philosophy and should be reflected by the Team Lead in their interactions with customers and team members alike. From a process perspective, they will establish and refine operational standards, communication protocols, and resources to scale effectively, ensuring efficient and comprehensive service while strengthening relationships with end users.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Areas of oversight can be largely broken down into three overarching categories, with key expectations associated with each :
1- Leadership and Team Development
- Foster a collaborative and positive team culture by setting clear expectations and providing consistent feedback.
- Inspire the team to achieve and maintain high performance standards through mentorship, in-the-moment coaching, and facilitating performance reviews.
- Facilitate and oversee regularly scheduled individual and team meetings.
- Effectively forecast team workload and engage in the hiring process to maintain appropriate headcount.
- Champion the growth and advancement of team members by identifying skill gaps and opportunities for training and professional development.
- Create pathways for Representatives to take on additional responsibilities, promoting a culture of relentless innovation and ownership.
2- Process Development and Optimization
3- Customer Experience Management
EDUCATION and / or EXPERIENCE
KNOWLEDGE, SKILLS, & ABILITIES
LANGUAGE SKILLS
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This role may work in an office setting and / or telecommute from home. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vehicles. Occasional activities may involve exposure to marked changes in temperature and humidity, and exposure to dust, fumes, and gases. The noise level in the work environment is usually quiet to moderate. The passage of employees through the work area is average and normal.
TRAVEL REQUIREMENTS
May require occasional travel to other facilities in the region.
