What are the responsibilities and job description for the Escalation Team Lead - Contact Center position at Extra Space?
At Extra Space Storage, if it matters to you, it matters to us! It is an exciting time to be at Extra Space Storage! We got our start in 1977. Today we are a New York Stock Exchange-traded company leading the self-storage industry in more ways than one. But to maintain this lead, we need exceptionally motivated, capable, and driven people like you. We offer a fast-paced collaborative environment where each of us directly contributes to the company's success. Come join us and find out why so many of our employees recommend us as a great place to work
We are looking for an Escalation Team lead for our call center. This team will have approximately 10 employees to lead. We are a growing, results oriented company with great pay, benefits, and opportunity. Those that will shine here feel comfortable being persistent but not pushy, can inspire and provide regular coaching, are confident, thrive in a friendly competitive environment and can bring the same level of positive energy every day.
Requirements :
An ideal background : The team lead that we bring into our team will have proven customer service success and the ability to coach others to do the same in a remote environment. They will have at least 2-3 years of call center management experience and working in the storage industry, preferably with the NSC. An effective team lead can identify opportunities to enhance employee, and customers experience and utilize these opportunities for overall efficiency and success to the call center.
Who you need to be :
Our Team Leads are outgoing; they initiate the energy that defines our contact center. They lead their team, not just manage it. They are competitive while maintaining the ability to collaborate closely with their peers. An effective team lead at Extra Space is innovative and is not afraid to try something new. Our team leads need to be able to self-manage their time and coach proactively in a remote environment.
Responsibilities :
What you primarily do in this position :
- Coach and train employees, both initially and ongoing, and provides constructive feedback for continual improvement.
- Meets operational standards by implementing sales, customer service, and quality standards, resolving problems and identifying trends, identifying systems improvements.
- Supervises escalation agents, meeting escalation service levels, customer experience and agent experience targets.
- Oversees all real-time and intra-day activities to ensure Escalation goals are met.
- Supervises and oversees day-to-day operations.
- Manages escalated interactions in professional, courteous manner.
- Evaluates and recommends methods for improvement of practices.
- Monitor's Escalation representatives ensuring that customer service is at an optimal level.
- Identify agent feedback trends and provide to the appropriate stakeholders.
Additional Responsibilities :
If you are a current Extra Space employee, please apply through Jobs Hub in Workday.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
